Help Desk Technical Support

Trimble; Newcastle upon Tyne; On-site; GBP 28,000 - 36,000; Full time

Job summary

Trimble in Newcastle, UK is seeking an IS Help Desk Technician (IT Area) to be a frontline face of Corporate Information Systems. You will support onsite users with desktop hardware and software, collaborate with IT teams, and resolve technical issues quickly with a strong focus on service quality.

The role emphasizes customer service, problem solving, and professional communication, with opportunities to participate in IT projects and manage incident queues in a fast-paced environment.

Qualifications

• Proven ability to support end users onsite with professional customer service.
• Experience documenting technical information in ITSM systems and managing ticket lifecycles.
• Strong English verbal and written communication skills.
• Excellent organizational skills and multitasking ability.
• Relevant IT certifications such as ITIL or CompTIA A+.
• 2–3 years of related IT help desk experience.
• Experience setting up, operating and troubleshooting a wide range of equipment and systems.
• Knowledge of Windows, mobile devices, tablets, printers and conference room tech.
• Basic network troubleshooting experience.
• Familiarity with macOS and Linux for OS deployment and troubleshooting.

Responsibilities

• Support end users onsite in the Newcastle office.
• Collaborate with IS teams to ensure efficient operations and tech needs are met.
• Provide world-class customer service and work with the global IS team.
• Assist with desktop support and deployment of hardware and software.
• Maintain professionalism and effective communication with peers and management.
• Troubleshoot hardware and software issues with focus on Dell, Apple devices, and mobile tech.

Skills

IT Support

ITSM/Ticketing

English Communication

Windows

macOS/Linux

Google Workspace

ITIL/CompTIA

Tools

Google Workspace

Job description

Your Title: IS Help Desk Technician (IT Area) Job Location: UK, Newcastle - on site Our Department: Corporate Information Systems

About the Role

Are you interested in technology and enjoy solving problems so that customers can get back to work quickly and efficiently? The IS Help Desk Technician is a key player on the front lines of Trimble Corporate IS. This position is perfect for someone looking to leverage their expertise in being the face of the IS department. Not only do you provide help desk support services, you are also at the front line of our department and maintain the image and credibility of the department as a whole. Critical core competencies for this position are customer service, professionalism, communication, and strong technical skills. The focus for this position is on service desk support, ticket queue coordination, process ownership, inventory control and project participation.

What You Will Do

You will support a variety of end-users onsite in our Newcastle office. You will interface and collaborate with other IS departments to ensure that the office and users are working efficiently and that their technical needs are met. You’ll provide world-class customer service and work with a cohesive global IS team. Support end users with desktop support and deployment of hardware and software. Display a high-level of customer service and professionalism. Resolve issues individually or in conjunction with other IS staff and resources in a timely and effective manner. Communicate with peers, other IS staff, IS management, business group managers, and other employees in support of end users and the corporate IS infrastructure. Demonstrate and utilize excellent troubleshooting skills for all hardware used in support of Trimble’s computer user community, with a specific focus on Dell, Apple, and various mobile phones and tablets.

Who You Are

Builds Trust: You honor your word by doing what you say you are going to do. End-users and colleagues alike need to view the Corporate Information Systems team as a world-class team. Customer-centric: You have a commitment to delivering genuine customer service. Implementation / Execution: You are good at multitasking, organizing, and managing multiple priorities. Patience: You are able to work well with end-users who are not computer savvy and can communicate about technical terms in a non-technical manner. Timeliness: End-users and colleagues expect and deserve the fastest turnaround time for communication and support. Sense of urgency: This is a fast paced environment which requires immediate attention to issues that may impact company revenue. Active listening: Analyze user feedback to streamline troubleshooting efforts. Adaptable: You are adaptable to new situations and problems and have a flexible mindset. Independence: Proactively address local issues using the analytics and administrative tools available. Tech savvy: You enjoy learning new technologies and supporting end-users with their technology experience.

What Skills & Experience You Should Bring

Ability to select from several predefined tools to solve problems. Ability to document technical information in ITSM systems and maintain ticket lifecycle management effectively. Ability to effectively communicate in English both verbal and written. Excellent organization skills. Relevant IT certifications such as ITIL, CompTIA A+, etc. 2-3 years of related experience. Skills to set up, operate, and troubleshoot a wide variety of equipment and systems. Thorough experience with Windows, mobile devices, tablets, printers, conference room equipment. Basic network troubleshooting experience. Basic experience with macOS and Linux to deploy and troubleshoot the OS using existing tools and documentation. Experience with Google Workspace for enterprise collaboration is a plus.