ICT Helpdesk Technician

Adecco Portugal; West of England; On-site; GBP 31,000 - 32,000; Full time

Job summary

Adecco are recruiting an ICT Helpdesk Technician to support around 3,000 internal users for South Gloucestershire Council. Based in Yate, Bristol, the role is temporary with a 37-hour week, operating Monday to Friday between 7:30am and 5:30pm.

The ideal candidate will be the first point of contact for incidents and service requests, troubleshooting across accounts, software, hardware, and connectivity, and escalating where needed.

Qualifications

• 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 Halo ITSM.
• Proficient in Windows devices, Microsoft 365, SCCM, Azure, Intune, Active Directory, and Microsoft Entra ID.
• Demonstrates 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.

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.

Skills

Customer service

Technical support

ITIL processes

Halo ITSM

Windows/M365

SCCM/Azure/Intune

Active Directory

Communication skills

Education

NVQ Level 3 or equivalent

Tools

Halo ITSM

SCCM

Azure

Intune

Active Directory

Microsoft Entra ID

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:

1. Relevant qualification (e.g., NVQ Level 3) or equivalent practical experience.
2. Proven experience in customer service and technical support in a busy service environment.
3. Familiarity with ITIL-aligned service processes and a solid understanding of Halo ITSM.
4. Proficient in Windows devices, Microsoft 365, SCCM, Azure, Intune, Active Directory, and Microsoft Entra ID.
5. Strong problem-solving abilities and a methodical approach to issue diagnosis.
6. Excellent written, verbal, and interpersonal communication skills.
7. 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.

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.