Job Title: IT Helpdesk Support (Temporary) Job Purpose To support and maintain the group’s IT (VoIP and mobile telephony) systems and to support users of the systems. Main Duties (including % of time spent) Answering Incoming Calls (30%) Answer incoming calls for all IT queries. Log call details on the IT Helpdesk system. 1st & 2nd Line IT Helpdesk Support (40%) Provide 1st & 2nd Line IT Helpdesk support to end users. Take ownership of user problems and be proactive in dealing with user issues. Ticket Monitoring and Escalation (15%) Monitor all tickets. Collect missing details, follow up actions, and escalate as necessary. Assisting Team Members (15%) Assist team members with other IT duties as needed. Knowledge, Skills & Experience Minimum 18 months of experience in 1st and 2nd line IT Helpdesk support (desirable). Experience with using and troubleshooting Microsoft 365 within a network environment. Proficient in building, setting up, and deploying Microsoft Windows 10 and 11 technologies. Good understanding of Active Directory and basic security administration tasks. Excellent end-user and communication skills, both over the phone and face-to-face. Minimum GCSE in English & Maths, educated to BTEC/HND level or relevant experience. Key Tasks & Responsibilities Communications Demonstrate an excellent telephone manner and face-to-face communication skills. Proactively communicate information to team members, Section Leader, and Head of Department. Provide training to end users when required. Assimilate information from multiple sources to make sound decisions and recommendations. Management of Activities Work as part of a small IT support team. Balance work priorities under pressure and ensure compliance with business management systems. Participate in occasional out-of-hours planned maintenance of systems and software. Management of People No direct reports. Collaborate effectively within the IT support team. Management of Finance & Resources Advise on the sourcing or re-use of hardware to ensure value for money. Autonomy & Accountability Operate under the supervision of the Systems Manager with some autonomy in decision-making. Contribute to section activities and be accountable for performance in finance, technical, and service delivery. If this role looks Like something of interest please Apply below