IT Helpdesk Support

Austin Banks; Doncaster; On-site; GBP 22,000 - 27,000; Full time

Job summary

Austin Banks in Doncaster is seeking an IT Helpdesk Support Advisor to provide first and second-line support for Microsoft 365, Windows devices and related services. You will log, prioritise and resolve requests using our helpdesk system, assist with deployments, and keep users productive with minimal disruption.

The role requires at least two years in a helpdesk or service desk, strong customer service, excellent troubleshooting, and good knowledge of Windows, Exchange Online and Entra ID.

Qualifications

• Minimum two years of experience in an IT Helpdesk or Service Desk role.
• Strong customer service and communication skills.
• Excellent troubleshooting and problem-solving abilities.
• Ability to prioritise workload and manage multiple support requests.
• Experience using IT service management/helpdesk software.

Responsibilities

• Provide first and second-line technical support via telephone, email, remote support, and in person.
• Log, prioritise, manage, and resolve support requests using our helpdesk ticketing system.
• Support users with Microsoft 365 applications and cloud services.
• Manage Microsoft Entra ID, including user accounts, password resets, group membership, and access permissions.
• Administer Exchange Online, including mailbox management and distribution groups.
• Support Microsoft Teams, SharePoint Online, OneDrive for Business, and collaboration tools.
• Install, configure, and maintain Windows desktops and laptops.
• Configure new user accounts, devices, and software.
• Support printers, mobile devices, and peripheral hardware.
• Troubleshoot networking issues, including Wi‑Fi, VPN, DNS, DHCP, and connectivity problems.
• Escalate complex issues to third-line support or external suppliers where appropriate.
• Assist with software deployment, updates, and patch management.
• Maintain accurate documentation of support procedures and resolutions.
• Support IT asset management, including hardware and software inventories.
• Assist with IT projects, migrations, and system upgrades.
• Ensure compliance with IT security policies and best practices.

Job description

Salary: £22,000 - 27,000 per year

Requirements

• Minimum of 2 years experience in an IT Helpdesk or Service Desk role.
• Experience supporting Microsoft 365 cloud environments.
• Strong knowledge of Windows operating systems.
• Experience administering Microsoft Entra ID and Exchange Online.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to prioritise workload and manage multiple support requests.
• Experience using IT service management/helpdesk software.

Responsibilities

• Provide first and second-line technical support via telephone, email, remote support, and in person.
• Log, prioritise, manage, and resolve support requests using our helpdesk ticketing system.
• Support users with Microsoft 365 applications and cloud services.
• Manage Microsoft Entra ID, including user accounts, password resets, group membership, and access permissions.
• Administer Exchange Online, including mailbox management and distribution groups.
• Support Microsoft Teams, SharePoint Online, OneDrive for Business, and collaboration tools.
• Install, configure, and maintain Windows desktops and laptops.
• Configure new user accounts, devices, and software.
• Support printers, mobile devices, and peripheral hardware.
• Troubleshoot networking issues, including Wi‑Fi, VPN, DNS, DHCP, and connectivity problems.
• Escalate complex issues to third-line support or external suppliers where appropriate.
• Assist with software deployment, updates, and patch management.
• Maintain accurate documentation of support procedures and resolutions.
• Support IT asset management, including hardware and software inventories.
• Assist with IT projects, migrations, and system upgrades.
• Ensure compliance with IT security policies and best practices.

Technologies

• Cloud
• Hardware
• Support
• Microsoft 365
• Mobile
• Security
• SharePoint
• VPN
• Windows
• Office 365
• Active Directory
• Azure

More

We are a customer-focused team looking for an IT Helpdesk Support Advisor who enjoys solving technical issues, delivering outstanding customer service, and keeping users productive with minimal disruption. This is an excellent opportunity to join our IT support function and contribute to a wide range of support, administration, and improvement activities across Microsoft 365, Windows devices, and wider IT operations.