Information Technology Help Desk

RBW Consulting; Greater London; On-site; GBP 33,000 - 44,000; Full time

Job summary

RBW Consulting is seeking a proactive 1st Line IT Support professional to join their IT team in London. The role focuses on front-line user support, incident handling and service delivery, with a strong emphasis on customer service and accurate ticket logging.

Initially onsite during onboarding and training, the position may involve flexible shifts with a 3–5 day onsite pattern. The contract is 6 months, Inside IR35, with full-time hours and standard IT support duties across Microsoft and Google

Qualifications

• Experience in a 1st Line IT Support, IT Service Desk or Helpdesk role.
• Experience supporting user accounts and login/access issues.
• Proficient with Microsoft Office applications.
• Strong verbal and written communication skills.
• Excellent customer service and problem solving abilities.
• Ability to prioritise workload and manage multiple support requests.
• Experience with Google Workspace / Google Admin.
• Exposure to Active Directory, Microsoft 365 or Azure AD.
• Experience using ITSM/ticketing tools.
• CompTIA A+, ITIL Foundation or equivalent certification.

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email and ticketing systems.
• Provide 1st line support for hardware, software and user access issues.
• Manage password resets, account unlocks and login-related troubleshooting.
• Diagnose and resolve desktop, laptop and peripheral issues.
• Escalate complex issues to 2nd/3rd line support when needed.
• Maintain accurate incident/requests/resolutions in the ITSM system.
• Assist with user onboarding and offboarding activities.
• Provide support for Microsoft and Google Workspace environments as required.
• Deliver high levels of customer service and communicate clearly with users of varying skills.
• Support hardware setup, device deployment and workstation configuration.
• Contribute to continuous improvement of IT support processes and documentation.

Skills

1st Line IT Support

IT Service Desk

Customer service

Communication

Problem solving

Time management

Team player

Tools

Microsoft 365

Google Workspace

Active Directory

Azure AD

ITSM/Ticketing Tools

Job description

1st Line IT Support Help Desk - 6 Month Inside IR35

Location: London, SE1 Onsite (Minimum 3 days per week, preference for 5 days onsite)

Type: Full-Time, Contract

Hours: 8hrs pd, flexibility to work shifts between 08:00 - 18:00 based on business requirements.

The Opportunity

We are looking for a customer-focused and enthusiastic 1st Line IT Support professional to join our clients IT support team. This role will provide front-line technical support to end users, ensuring excellent service delivery and swift resolution of IT issues.

The successful candidate will be comfortable working in a fast-paced environment, handling a wide range of support requests, and providing exceptional customer service to users across the business. The role will be primarily onsite, particularly during the initial onboarding and training period.

Key Responsibilities

• Serve as the first point of contact for all IT support requests via phone, email and ticketing systems.
• Provide 1st line support for hardware, software and user access issues.
• Manage password resets, account unlocks and login-related troubleshooting.
• Diagnose and resolve common desktop, laptop and peripheral issues.
• Escalate more complex technical issues to 2nd and 3rd line support teams where appropriate.
• Maintain accurate records of incidents, requests and resolutions within the IT service management system.
• Assist with user onboarding and offboarding activities.
• Provide support for Microsoft and Google Workspace environments where required.
• Deliver a high level of customer service and communicate effectively with users of varying technical abilities.
• Support hardware setup, device deployment and workstation configuration.
• Contribute to continuous improvement of IT support processes and documentation.

Skills & Experience Required

• Previous experience in a 1st Line IT Support, IT Service Desk or Helpdesk role.
• Experience supporting:
• User account management
• Login and access issues
• Microsoft Office applications
• Strong verbal and written communication skills.
• Excellent customer service and problem solving abilities.
• Ability to prioritise workload and manage multiple support requests.
• Comfortable handling support calls and interacting with stakeholders across the business.
• Flexible approach to working hours and shift patterns.
• Experience supporting Google Workspace / Google Admin.
• Exposure to Active Directory, Microsoft 365 or Azure AD.
• Experience using ITSM/ticketing tools.
• CompTIA A+, ITIL Foundation or equivalent certification.

Personal Attributes

• Friendly and approachable.
• Strong team player.
• Eager to learn and develop technical skills.
• Professional and reliable.
• Able to remain calm and organised when working under pressure.

This position would suit someone with solid Service Desk or Helpdesk experience who enjoys supporting end users, solving everyday IT issues and delivering an excellent customer experience.