Help Desk Technical Support

Trimble; Newcastle upon Tyne; On-site; GBP 25,000 - 34,000; Full time

Job summary

Trimble is seeking an IS Help Desk Technician for the UK Newcastle on-site location. You will be the face of Corporate IS, delivering desktop support and ensuring smooth IT operations for office users.

You will work with a global IS team, manage ticket lifecycles in ITSM, and maintain inventory while providing strong customer service and technical support across Windows, macOS, Linux and mobile devices.

Qualifications

• 2–3 years of related IT help desk experience.
• Strong English communication, both written and spoken.
• Ability to document technical information in ITSM systems and manage tickets end-to-end.
• Certifications such as ITIL or CompTIA A+ are preferred.
• Experience with Windows, macOS, Linux and mobile devices.

Responsibilities

• Provide onsite desktop support to end users in the Newcastle office.
• Collaborate with IS departments to meet users' technical needs.
• Deliver world-class customer service as part of a global IS team.
• Deploy hardware and software for end users.
• Troubleshoot hardware and software issues on Dell, Apple devices and mobile devices.
• Manage tickets and communicate with users and IS staff effectively.
• Demonstrate strong troubleshooting skills.

Skills

Windows

macOS

Linux

Google Workspace

ITIL

CompTIA A+

Customer service

Ticketing systems

English communication

Tools

ITSM systems

Dell hardware

Printers

Mobile devices

Networking basics

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.

Join a Values-Driven Team

Belong, Grow, Innovate. At Trimble, our core values of Belong, Grow, and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.

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Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose built products to enterprise lifecycle solutions, Trimble software, hardware and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation and logistics. For more information about Trimble (NASDAQ: TRMB), visit www.trimble.com.