Helpdesk Engineer

JSM Group; Potters Bar; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the IT sector seeks a Helpdesk Engineer to provide essential support within a dynamic environment. The role involves troubleshooting technical issues, managing incidents, and enhancing service delivery while fostering a customer-first approach. Join the team and grow within an innovative organization offering competitive benefits, including hybrid working and continuous training.

Benefits

28 days holiday plus bank holidays

2 paid volunteering days a year

Continuous training and development

Participation in mentoring programmes

Qualifications

• 2 years of experience in a helpdesk or technical support role.
• Proficient in helpdesk and ticketing systems.
• Excellent communication skills for non-technical users.

Responsibilities

• Deliver high-quality IT support to internal users.
• Manage incident workflows and lead post-incident reviews.
• Provide training to users for improved self-sufficiency.

Skills

Technical troubleshooting

Incident management

Communication

Customer service

Collaboration

Education

Formal qualification in Information Technology

Relevant IT certifications (like ITIL, CompTIA+)

Tools

ServiceNow

Freshservice

ManageEngine

Job description

THE TEAM

At JSM Group, our IT team is the backbone of the business, supporting employees across the organisation with reliable, efficient, and responsive technical assistance. As we continue to grow, we’re committed to maintaining a high standard of IT service and empowering our people through innovation, training, and streamlined technology solutions. Joining this team means being at the heart of a dynamic environment, supporting critical infrastructure projects nationwide.

SCOPE OF THE ROLE

As a Helpdesk Engineer, you will play a key role in delivering high-quality IT support to internal users, resolving escalated technical issues, and helping improve service delivery. Your day-to-day responsibilities will include technical troubleshooting, managing incident workflows, training users, and improving internal processes. This is an exciting opportunity to grow within a forward-thinking organisation, supporting both routine operations and strategic IT projects.

HOW YOU'LL SUCCEED

• Act as the first point of escalation for complex technical issues, ensuring timely and effective resolution.
• Work closely with colleagues across the IT function to troubleshoot, investigate, and solve hardware and software issues.
• Support the improvement of internal IT processes by documenting best practices and promoting efficiency.
• Provide training and guidance to users, enabling greater self-sufficiency and reducing repeat issues.
• Develop and maintain clear technical documentation and user guides.
• Oversee the incident management process, ensuring proper categorisation, prioritisation, and timely resolution of all incidents.
• Lead post-incident reviews to analyse root causes and implement preventative actions.
• Foster a customer-first approach by providing friendly, clear, and proactive support at all times.

WHAT IT TAKES

• Formal qualification in Information Technology, Computer Science, or a related field desirable.
• 2 years of hands-on experience in a helpdesk or technical support role.
• Proficiency with helpdesk and ticketing systems (e.g. ServiceNow, Freshservice, ManageEngine).
• Excellent communication skills with the ability to explain technical issues clearly to non-technical users.
• Strong interpersonal skills and a collaborative working style.
• A proactive and customer-focused mindset.
• Relevant IT certifications (such as ITIL, CompTIA+) are advantageous.

WHAT WE OFFER YOU

We truly value your work, time, and skills! In return, we will offer you a competitive salary and some additional benefits to support your professional growth, including:

• Participation in mentoring and coaching programmes
• 28 days of holiday (plus bank holidays)
• 2 paid volunteering days a year
• Hybrid working pattern (following the probation period)
• Continuous training and development in both technical and business skills

Equal Opportunity Statement

JSM Group Services Ltd. is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
Our ethos is to respect and value people’s differences, and to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success.
We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behaviour and our business requirements. JSM Group operates a zero-tolerance policy to any form of discrimination, abuse or harassment.