Junior IT Helpdesk Support Assistant

Back To Work; East Midlands; On-site; GBP 18,000 - 24,000; Full time

Job summary

An MSP in the East Midlands is hiring an entry-level Junior IT Helpdesk Support Assistant. You will join a friendly team to learn and develop your IT support skills in a real-world environment.

This role offers full training, a supportive workplace and opportunities to gain experience with Microsoft 365, password resets, and basic hardware/software troubleshooting while delivering excellent customer service.

Qualifications

• Interest in technology and IT support.
• Excellent communication and customer service skills.
• Positive attitude and willingness to learn.
• Good problem-solving abilities.
• Strong attention to detail.
• Ability to remain calm and professional when assisting customers.
• Good organisational and time-management skills.
• Ability to work effectively as part of a team.

Responsibilities

• Provide first-line support to customers via phone, email, and ticketing systems.
• Log and manage support requests accurately.
• Assist users with password resets and account access issues.
• Support Microsoft 365 apps such as Outlook, Word, Teams, and Excel.
• Help troubleshoot basic hardware and software issues.
• Escalate more complex technical problems to senior engineers when required.
• Keep customers updated on the progress of their support requests.
• Maintain accurate records of support activities and resolutions.

Skills

Customer service

Communication

Teamwork

Problem solving

Attention to detail

Calm under pressure

Education

ICT/Computing qualification

Job description

Our client is a managed Service Provider (MSP) in the East Midlands that delivers IT support and technology solutions to businesses across a range of industries. They pride themselves on providing excellent customer service and helping their clients get the most from their technology.

They are looking for a friendly and enthusiastic Junior IT Helpdesk Support Assistant to join their team. This role is specifically designed for individuals with limited technical experience who are eager to learn and start a career in IT.

Role Overview

This is an entry-level role that provides an excellent foundation for a career in IT support. You will work as part of a helpdesk team, assisting customers with basic IT issues and learning how to diagnose and resolve technical problems.

Full training will be provided, making this an ideal opportunity for someone who has a passion for technology and strong customer service skills but may not yet have extensive technical knowledge.

Key Responsibilities

• Provide first-line support to customers via phone, email, and ticketing systems.
• Log and manage support requests accurately.
• Assist users with password resets and account access issues.
• Support common Microsoft 365 applications such as Outlook, Word, Teams, and Excel.
• Help troubleshoot basic hardware and software issues.
• Escalate more complex technical problems to senior engineers when required.
• Keep customers updated on the progress of their support requests.
• Maintain accurate records of support activities and resolutions.
• Assist with setting up laptops, desktops, and mobile devices.
• Follow company procedures and service level agreements (SLAs).

Required Skills & Qualities

• An interest in technology and IT support.
• Excellent communication and customer service skills.
• Positive attitude and willingness to learn.
• Good problem-solving abilities.
• Strong attention to detail.
• Ability to remain calm and professional when assisting customers.
• Good organisational and time-management skills.
• Ability to work effectively as part of a team.

Desirable (But Not Essential)

• Basic understanding of computers, laptops, and mobile devices.
• Familiarity with Microsoft Office or Microsoft 365 applications.
• Experience in a customer-facing role.
• ICT, Computing, or Digital qualification.
• Any personal interest in technology, such as building PCs, gaming hardware, or troubleshooting devices