Public Sector ICT Helpdesk Technician

Adecco Portugal; West of England; On-site; GBP 31,000 - 32,000; Full time

Job summary

Adecco are recruiting an ICT Helpdesk Technician to support around 3,000 internal users for South Gloucestershire Council. Based in Yate, Bristol, the role is temporary with a 37-hour week, operating Monday to Friday between 7:30am and 5:30pm.

The ideal candidate will be the first point of contact for incidents and service requests, troubleshooting across accounts, software, hardware, and connectivity, and escalating where needed.

Qualifications

• Relevant qualification (e.g., NVQ Level 3) or equivalent practical experience.
• Proven experience in customer service and technical support in a busy service environment.
• Familiarity with ITIL-aligned service processes and Halo ITSM.
• Proficient in Windows devices, Microsoft 365, SCCM, Azure, Intune, Active Directory, and Microsoft Entra ID.
• Demonstrates strong problem-solving abilities and a methodical approach to issue diagnosis.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to manage competing priorities while maintaining professionalism and a customer-focused approach.

Responsibilities

• Serve as the primary contact for IT incidents and service requests.
• Log, categorise, prioritise, and manage tickets with precision.
• Diagnose and resolve common technical issues related to accounts, software, hardware, and connectivity.
• Keep customers informed with clear and timely updates throughout the ticket lifecycle.
• Adapt communication styles to match the customer's technical knowledge.
• Escalate complex issues to the relevant technical teams or third-party suppliers.
• Support major incidents and service outages by gathering impact information and communicating updates.
• Maintain accurate records across relevant systems and identify recurring incidents to improve services.
• Assist with device lifecycle activities and follow information security protocols.

Skills

Customer service

Technical support

ITIL processes

Halo ITSM

Windows/M365

SCCM/Azure/Intune

Active Directory

Communication skills

Education

NVQ Level 3 or equivalent

Tools

Halo ITSM

SCCM

Azure

Intune

Active Directory

Microsoft Entra ID

Job description

Adecco are recruiting an ICT Helpdesk Technician to support around 3,000 internal users for South Gloucestershire Council. Based in Yate, Bristol, the role is temporary with a 37-hour week, operating Monday to Friday between 7:30am and 5:30pm.

The ideal candidate will be the first point of contact for incidents and service requests, troubleshooting across accounts, software, hardware, and connectivity, and escalating where needed.