IT Helpdesk Support Assistant

1 month ago

Saint Asaph, United Kingdom CV-Library Full time

We are looking for a motivated and customer-focused IT Helpdesk Support Assistant to our clients growing team. This is an excellent opportunity for someone passionate about technology and providing exceptional technical support. In this role, you will be the first point of contact for users seeking assistance with IT-related issues, and you will be responsible for troubleshooting, resolving, and escalating technical problems as needed.

Key Responsibilities:

* First-line support: Provide technical assistance via phone, email, or in-person to end-users, ensuring timely resolution of hardware and software issues.

* Troubleshooting: Diagnose and resolve a wide range of technical issues related to computer systems, software, networks, and peripherals.

* Incident management: Log and track support requests using the company’s ticketing system, ensuring all issues are documented and escalated where necessary.

* User account management: Assist with setting up and maintaining user accounts, passwords, and access permissions.

* Software & hardware support: Assist with the installation, configuration, and maintenance of software and hardware.

* IT inventory management: Assist in managing IT assets, including tracking inventory, software licenses, and equipment.

* Technical documentation: Create and update knowledge base articles, user guides, and FAQs to help users troubleshoot common issues on their own.

* Collaboration: Work closely with senior IT staff and other departments to ensure smooth IT operations across the organization.

Required Skills and Qualifications:

* Basic knowledge of IT systems, hardware, and software, including operating systems such as Windows, macOS, and Linux.

* Strong problem-solving skills and the ability to troubleshoot technical issues effectively.

* Good communication skills, with the ability to explain technical issues to non-technical users.

* A customer-focused attitude and the ability to work well under pressure.

* Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).

* Familiarity with IT ticketing systems and remote support tools is a plus.

* Ability to work independently and as part of a team.

* A willingness to learn and grow within the IT support field.

Desirable Skills (Optional):

* IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified) are an advantage but not essential.

* Experience in a similar IT support role or technical customer service position is a plus

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