Trainee ICT Helpdesk Specialist

Bernicia; Ashington; Hybrid; GBP 26,000 - 28,000; Full time

Benefits offered by this job

28 days leave

Work from home 2 days/wk

Health cash plan

Retail discounts

Generous pension

Supportive team

Job summary

Bernicia is seeking a Service Desk Trainee in the UK to be the welcoming first point of contact for colleagues needing ICT help. You will log, prioritise and update incidents, ask key questions and perform initial troubleshooting to resolve issues, while guiding users on common IT tools.

You will learn from experienced teams, assist with equipment setup and inventory, and help improve Service Desk processes and knowledge resources. This role offers hybrid work with some travel.

Qualifications

• Degree in a related discipline completed.
• Interest in ICT and developing knowledge of Service Desk systems and best practice.
• Some relevant experience or transferable skills gained through employment, education, volunteering or personal projects.
• Basic understanding of common IT systems, software applications and digital devices, with curiosity to learn more.
• Good communication and customer-service skills, including listening and explaining clearly.
• Patient, organised and positive approach to solving problems and supporting colleagues.
• Ability to work collaboratively and know when to escalate guidance.
• Current and valid driving licence and access to a vehicle (business travel)

Responsibilities

• Be the welcoming first point of contact for colleagues needing ICT help.
• Receive, log, prioritise and update incidents and service requests accurately.
• Ask the right questions and carry out initial troubleshooting to resolve ICT issues.
• Provide clear guidance on using common workplace technology (Microsoft 365, laptops, mobile devices, user accounts).
• Escalate more complex issues to experienced colleagues or the Service Desk Supervisor.
• Help prepare and configure equipment and support routine hardware and software inventory.
• Build positive working relationships with colleagues and external contacts.
• Contribute to Service Desk guidance, processes and knowledge articles for consistency.
• Share ideas for improving Service Desk processes and ICT systems.

Skills

Degree interest in ICT

Communication skills

Customer service

Team collaboration

Problem solving

Driving licence

Education

Related degree (completed)

Job description

Bernicia is seeking a Service Desk Trainee in the UK to be the welcoming first point of contact for colleagues needing ICT help. You will log, prioritise and update incidents, ask key questions and perform initial troubleshooting to resolve issues, while guiding users on common IT tools.

You will learn from experienced teams, assist with equipment setup and inventory, and help improve Service Desk processes and knowledge resources. This role offers hybrid work with some travel.