IT Helpdesk Advisor

6 months ago

Peterborough, United Kingdom Interaction Recruitment Full time

Interaction Recruitment are proud to be working with this growing IT company in recruitment for an IT Helpdesk Advisor

Within this role you will be responsible for providing technical assistance and support to end-users within the organisation. They will diagnose and resolve software and hardware issues, set up and configure computer systems, and offer guidance on IT-related problems. The IT Helpdesk Support Specialist will be the first point of contact for IT-related inquiries and will ensure a high level of customer service and problem resolution for all IT-related requests.

**Responsibilities**:

- Troubleshoot and resolve hardware and software issues for computer systems, printers, mobile devices, and other peripherals.
- Log and track all support incidents and service requests using the IT ticketing system.
- Prioritize and manage multiple support requests to ensure timely and effective resolution.
- Escalate complex issues to appropriate IT support teams when necessary.
- Create and manage user accounts, passwords, and access permissions based on company policies and security protocols.
- Assist with on-boarding and off-boarding processes for employees, ensuring proper access to IT resources.
- Perform system updates, patches, and software upgrades as required.
- Troubleshoot network connectivity issues, including wired and wireless connections.
- Assist with VPN set-up and connectivity for remote users.
- Maintain accurate records of support requests, troubleshooting steps, and resolutions in the IT knowledge base.
- Create and update user guides and documentation to help users with common IT tasks.
- Monitor and manage IT hardware inventory, ensuring adequate stock levels for replacement and repairs.
- Coordinate with vendors for hardware repairs and warranty services.
- Enforce IT security policies and protocols to protect sensitive data and information.
- Assist in implementing and maintaining cybersecurity measures.

**Requirements**:

- Proven experience as an IT Helpdesk Support Specialist or in a similar IT support role.
- Proficiency in troubleshooting technical issues and providing remote support.
- Familiarity with IT service management and ticketing systems.
- Excellent customer service skills with a patient and professional demeanour.
- Strong problem-solving and analytical abilities.
- Effective communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

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