IT Helpdesk (South Herts)

Jewish Care; Greater London; On-site; GBP 28,000 - 35,000; Full time

Job summary

A community-focused organization in Greater London is seeking an enthusiastic IT Helpdesk professional to serve as the first point of contact for IT issues. You will ensure queries are resolved quickly and efficiently while providing excellent customer care. The ideal candidate will have at least 2 years of experience, strong communication skills, and a solid understanding of Microsoft 365. This position requires onsite work five days a week, promoting collaboration and service enhancement within the organization.

Qualifications

• At least 2 years in an IT Helpdesk or technical support role.
• Strong understanding of Microsoft 365 and ITIL processes.
• Ability to explain technical issues clearly to non-technical users.

Responsibilities

• Act as the first point of contact for IT support requests.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide clear updates and communication to end users.

Skills

Communication Skills

Problem-Solving Skills

Organizational Skills

Education

NVQ Level 3/BTEC in IT

ITIL v4 Certification

Tools

Microsoft 365

Job description

We're looking for an enthusiastic IT Helpdesk professional to join our growing team. You'll be the first point of contact for staff IT issues - ensuring queries are resolved quickly, efficiently, and with excellent customer care. This role is based onsite five days per week at one of our main campuses, giving you the opportunity to work closely with colleagues and be at the heart of our operations. If you're passionate about problem-solving, enjoy helping people, and want to be part of a digital change that makes a real difference, this could be the perfect opportunity.

Responsibilities

• Act as the first point of contact for IT support requests – in person, by phone, email, and through the helpdesk system.
• Diagnose and troubleshoot hardware, software, and network issues – both onsite and remotely.
• Provide clear updates and communication to end users, ensuring a high level of customer satisfaction.
• Escalate complex issues to senior IT staff as required, while maintaining oversight of progress.
• Support cybersecurity and data protection practices under the guidance of the IT Security & Risk Manager.
• Work in line with ITIL best practice, meeting SLAs and ensuring efficient and compliant service delivery.
• Collaborate with IT colleagues across campuses and the Digital Support Hub to share knowledge and improve the overall IT experience.

Experience

At least 2 years in an IT Helpdesk or technical support role.

Knowledge

Strong understanding of Microsoft 365; familiarity with ITIL processes and service management.

Skills

Excellent communication, problem‑solving, and organisational skills; ability to explain technical issues clearly to non‑technical users.

Attitude

Dependable, customer‑focused, and proactive in finding solutions.

Desirable

• Experience with care systems (e.g., Nourish, Nurse Call, eMAR).
• Knowledge of IT security principles and mobile device management (Android and Apple).
• Qualifications such as NVQ Level 3/BTEC in IT or ITIL v4 certification; Disability Confident.

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. In certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people. For more details please go to .

Additional Information

At Jewish Care, we’re on an exciting journey to transform how we work through digital innovation. Our new Digital Transformation Programme will help us deliver better services, enhance quality, and empower our people with the right tools and systems to support those who rely on us.

Hours

36.25 hours per week, with participation in a 1 week on / 3 weeks off on‑call rota.