IT Helpdesk Support

IT Helpdesk Support

Based in Wednesbury, WS10

Competitive Salary

Who Is Our Client?

For over 50 years, our client has been a defining name and a trusted leader in the specification market. They are a UK specialist in high-performance internal glazing, metal and fire-rated partitioning systems. Their legacy is built on leading internal fit out projects, but their future is driven by their people.

Who Are They Looking For?

They are looking for an enthusiastic individual to join their IT department in an entry-level position. The role will focus on delivering responsive, high-quality first-line support to users across the business. The successful candidate will act as the primary point of contact for day-to-day IT queries, working to resolve issues efficiently and professionally while developing their technical skills under the guidance of the wider IT team. 

What Will the Role Involve:

• Act as the first point of contact for IT helpdesk queries, logging, prioritising, and tracking all tickets through to resolution in line with agreed SLAs.
• Resolve and assign helpdesk tickets covering hardware issues, software faults, user access problems, and general IT queries, escalating where necessary.
• Provide day-to-day support for Microsoft 365 applications including Outlook, Teams, Word, Excel, and SharePoint.
• Assist with Active Directory and Microsoft 365 administration – creating and managing user accounts, resetting passwords, and managing group memberships.
• Support users with Remote Desktop, VPN, and network connectivity issues.
• Assist with the setup, configuration, and maintenance of IT hardware including PCs, laptops, monitors, printers, and phones.
• Assist with IT procurement administration – tracking devices, licences, and contracts under the guidance of the IT team.
• Provide basic support for the company ERP system (EFACS / MODeKOM), logging system issues and escalating to senior team members as required.
• Always adhere to data protection and GDPR requirements, handling personal and company data securely and in line with company policy.
• Follow company cyber security policies and procedures, supporting good security practice across the business including password management, patching, and safe use of systems.
• Assist the IT team in maintaining and renewing the company's Cyber Essentials Plus certification, supporting evidence-gathering, device configuration checks, and remediation activities as required.
• Report any data protection, GDPR, or cyber security incidents or concerns promptly in line with company procedures.
• Support users on Microsoft package updates and assist with change control communications.
• Assist with general IT administration tasks including maintaining accurate asset records and IT documentation.
• Support IT projects and company audits (IT elements) as directed.

Skills and Qualifications:

• Good working knowledge of Microsoft Windows and Microsoft 365 applications.
• Working towards or holding a relevant IT qualification or apprenticeship (desirable).
• A genuine interest in IT and a desire to develop a career in technology support.
• Strong interpersonal and communication skills, with the ability to explain technical issues clearly to non-technical users.
• Methodical approach with excellent attention to detail.
• Ability to work independently and as part of a small, busy team.
• Willingness to learn new systems and processes quickly.
• A positive, can-do attitude and a commitment to delivering excellent customer service.
• Basic understanding of IT hardware and software.
• Experience in a customer-facing or support environment (desirable).
• Understanding of IT within a business environment (desirable).

Due to the nature of the work, the role is a site-based role.