KNOWLEDGE, SKILLS, AND EXPERIENCES THAT THE SUCCESSFUL CANDIDATE WILL HAVE:

• Relevant IT qualifications or equivalent industry experience (computer science, information technology and computer engineering).
• Ability to communicate well across all levels, both verbally and in writing.
• Ideally some working knowledge of IT operating systems, particularly Windows and a Citrix environment.
• Hands-on experience of installing IT hardware and software would be an advantage, but not essential.
• Knowledge of a Thin Client environment (Citrix) is desirable, but not essential.
• Good organisational skills.
• Professional manner and good interpersonal skills.
• Ability to handle time-sensitive and stressful situations.
• The ability to prioritise and multi-task accordingly.

PURPOSE OF THE ROLE:

The role would suit an individual who has a passion for IT and looking to make a career within IT. If you have some experience, either professionally or on a personal/hobby level, this would be advantageous.
The Junior IT Helpdesk Associate will be supporting the IT Helpdesk Associate(s) and wider IT team in providing 1st line support to end users across 7 locations. The role is essential for improving operational performance and enhancing the employee experience.

KEY RESPONSIBILITIES AND DUTIES IN THE POSITION:

• Day to day the post holder will assist with the administration of the internal IT Helpdesk.
• The post holder will be called upon to help colleagues with their IT needs. This will mean sharing knowledge to help others, including managing user accounts, setting up new users and troubleshooting common issues.
• Setup and configuration of hardware and software including Laptops, PC’s, and mobile devices.
• Assisting with documenting procedures and making recommendations for improving processes and working practices.
• Maintaining accurate records of the firm’s IT equipment/installations and carrying out other administrative duties as required.
• Other IT-related duties as and when required.
• Escalating complex issues to higher-level IT support staff as necessary.
• Ensuring agreed internal IT Helpdesk SLAs are met and tickets are escalated when necessary.