IT Support Assistant

A long standing partner; Newbury; Hybrid; GBP 21,000 - 26,000; Full time

Job summary

Our client in Newbury is seeking an enthusiastic IT Support Assistant to join a small, friendly, and dynamic team on a 12 month fixed-term contract with an immediate start. You will help rollout a business-critical software platform used across the UK, supporting adoption and ongoing use.

The role is hybrid, with an onboarding period and a mix of office-based and remote work. You will act as the go-to support specialist, delivering training and creating helpful guides for users.

Qualifications

• Previous experience in an IT Support, Application Support, Systems Support or Service Desk role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting software applications and end users.
• Experience delivering user training and onboarding support.
• Good understanding of Microsoft Windows and Microsoft 365.
• Ability to learn new systems quickly and become a subject matter expert.
• Well organised with the ability to manage multiple priorities effectively.

Responsibilities

• Acting as the first point of contact for internal and external users.
• Providing first and second line assistance and resolving software, system and user-related issues.
• Supporting both the front-end user portal and back-end administration functions.
• Assisting users with system navigation, functionality and best practice.
• Escalating more complex issues where appropriate.
• Delivering training sessions for new starters and existing users.
• Creating and maintaining user guides, FAQs and support documentation.
• Managing user accounts and system access.
• Assisting with onboarding, including device setup and software familiarisation.
• Supporting user engagement and helping to ensure successful adoption of the platform.

Skills

IT Support

Troubleshooting

Training

Onboarding

Windows & M365

Learning systems

Prioritisation

Tools

SaaS

Job description

Are you a technically-minded problem solver who enjoys helping people get the most out of technology?

Our client is seeking an enthusiastic IT Support Assistant to join their small, friendly, and dynamic team in Newbury on a 12 month fixed-term contract, with an immediate start available. This is an exciting opportunity to support the rollout of a business-critical software platform used by organisations across the UK, playing a key role in its successful implementation and ongoing adoption.

This is an excellent opportunity to become the go-to support specialist for an innovative software solution that is transforming how assessments, reporting and compliance processes are completed, managed and monitored.

The software has recently entered its second phase of rollout, making this an exciting opportunity to join at a key stage in its implementation and ongoing growth.

This is a hybrid role, offering a mix of office-based and remote working following an initial onboarding period,

Key Responsibilities:

• Acting as the first point of contact for internal and external users.
• Providing first and second line assistance and resolving software, system and user-related issues.
• Supporting both the front-end user portal and back-end administration functions.
• Assisting users with system navigation, functionality and best practice.
• Escalating more complex issues where appropriate.
• Delivering training sessions for new starters and existing users.
• Creating and maintaining user guides, FAQs and support documentation.
• Managing user accounts and system access.
• Assisting with onboarding, including device setup and software familiarisation.
• Supporting user engagement and helping to ensure successful adoption of the platform.

Skills & Experience Essential:

• Previous experience in an IT Support, Application Support, Systems Support or Service Desk role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting software applications and end users.
• Experience delivering user training and onboarding support.
• Good understanding of Microsoft Windows and Microsoft 365.
• Ability to learn new systems quickly and become a subject matter expert.
• Well organised with the ability to manage multiple priorities effectively.

Desirable

• Experience supporting SaaS, web-based or business-critical software applications.
• Exposure to Agile or software implementation environments.
• Experience supporting tablet devices and mobile applications.
• Experience creating training materials, user guides or knowledge base articles.

About You:

• Enjoys solving problems and helping users.
• Has a genuine interest in technology and learning new systems.
• Quickly gains confidence using unfamiliar software.
• Is approachable, patient and customer-focused.
• Thrives in a fast-paced and evolving environment.
• Enjoys working as part of a small, collaborative team.
• Is proactive, adaptable and keen to make a real impact.

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