ICT Helpdesk Technician

Adecco Portugal; Bristol; On-site; GBP 32,000 - 36,000; Part time

Job summary

Adecco are recruiting for an ICT Helpdesk Technician to work within the South Gloucestershire Council in Yate, Bristol. This is a temporary, full-time role (37 hours/week) with an early start between 7:30am and 5:30pm.

You will be the first point of contact for IT incidents and service requests for around 3,000 internal users, logging and resolving tickets using Halo ITSM, SCCM, Azure and AD, while delivering strong customer service in a fast-paced public sector environment.

Qualifications

• NVQ Level 3 or equivalent practical experience.
• Proven experience in customer service and technical support in a busy service environment.
• Familiarity with ITIL-aligned service processes and Halo ITSM.

Responsibilities

• Serve as the primary contact for IT incidents and service requests.
• Log, categorise, prioritise, and manage tickets with precision.
• Diagnose and resolve common technical issues related to accounts, software, hardware, and connectivity.
• Keep customers informed with clear and timely updates throughout the ticket lifecycle.
• Escalate complex issues to the relevant technical teams or third-party suppliers.
• Assist with device lifecycle activities and follow information security protocols.

Skills

Halo ITSM

Windows

Microsoft 365

SCCM

Azure

Intune

Active Directory

Microsoft Entra ID

ITIL

Customer service

Education

NVQ Level 3

Tools

Halo ITSM

SCCM

Azure

Intune

Active Directory

Entra ID

Microsoft 365

Job description

Adecco are pleased to be recruiting for a ICT Helpdesk Technician to work within the South Gloucestershire Council.

• Location: Yate, Bristol
• Contract Type: Temporary
• Hourly Rate: £16.37 per hour
• End Date: January, 2027
• Working Pattern: Full Time 37 hours per week Monday to Friday between the hour of 7.30am and 5.30pm

Exciting Opportunity Alert!

Our client, a forward-thinking organisation in the public services sector, is seeking an enthusiastic ICT Helpdesk Technician to provide exceptional technical support to approximately 3,000 internal users. This role is pivotal in ensuring seamless service delivery, making it an ideal opportunity for those who thrive in a fast-paced environment.

Role Purpose

As the first point of contact for IT incidents, service requests, and technical queries, the ICT Helpdesk Technician will play a key role in restoring service quickly and minimising disruption. This position is perfect for individuals who possess strong problem-solving skills and a commitment to delivering outstanding customer service.

Key Responsibilities

• Serve as the primary contact for IT incidents and service requests.
• Log, categorise, prioritise, and manage tickets with precision.
• Diagnose and resolve common technical issues related to accounts, software, hardware, and connectivity.
• Keep customers informed with clear and timely updates throughout the ticket lifecycle.
• Adapt communication styles to match the customer's technical knowledge.
• Escalate complex issues to the relevant technical teams or third-party suppliers.
• Support major incidents and service outages by gathering impact information and communicating updates.
• Maintain accurate records across relevant systems and identify recurring incidents to improve services.
• Assist with device lifecycle activities and follow information security protocols.

Tools and Systems Used

• Halo ITSM for managing incidents and service requests.
• Microsoft Configuration Manager (SCCM) for device management.
• Microsoft Azure and Intune for cloud-hosted services and device support.
• Active Directory for user account management.

Knowledge, Skills, and Experience Required

• Relevant qualification (e.g., NVQ Level 3) or equivalent practical experience.
• Proven experience in customer service and technical support in a busy service environment.
• Familiarity with ITIL-aligned service processes and a solid understanding of Halo ITSM.
• Proficient in Windows devices, Microsoft 365, SCCM, Azure, Intune, Active Directory, and Microsoft Entra ID.
• Strong problem-solving abilities and a methodical approach to issue diagnosis.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to manage competing priorities while maintaining professionalism and a customer-focused approach.

Why This Role

This position offers a unique opportunity to enhance your technical skills while contributing to a vital public service. The organisation values innovation, teamwork, and a commitment to excellence, making it an exciting place to develop a career in ICT support.

If you are ready to take on a rewarding challenge and make a difference in the lives of others through technology, this role may be just for you!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.