Helpdesk Support Agent

About the Role

Our client is seeking a proactive and technically adept Helpdesk Support Agent to join their IT support team in Sunderland . This role is crucial for providing first-line technical assistance to internal staff, ensuring smooth IT operations across the organization. You will be responsible for diagnosing and resolving a wide range of hardware, software, and network issues, maintaining productivity and minimizing downtime. This hybrid position is perfect for an individual who enjoys troubleshooting, possesses strong IT skills, and is committed to delivering excellent technical support within a collaborative environment.

Key Responsibilities

• Provide technical support to end-users via phone, email, and remote desktop tools.
• Diagnose and resolve hardware, software, and network issues for workstations and peripherals.
• Install, configure, and upgrade software applications and operating systems.
• Manage user accounts, permissions, and access to IT resources.
• Maintain accurate documentation of IT assets, support requests, and resolutions in the helpdesk system.

Requirements

• Proven experience in an IT helpdesk or technical support role.
• Strong knowledge of Windows operating systems, Microsoft Office Suite, and basic networking concepts.
• Familiarity with hardware troubleshooting and component replacement.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Good communication skills, with the ability to explain technical solutions to non-technical users in Sunderland .

Benefits

• Competitive salary with opportunities for overtime.
• Hybrid working model offering flexibility between home and the Sunderland office.
• Access to ongoing IT training and certification programs.
• Contributory pension scheme and health insurance benefits.
• A dynamic and supportive IT team environment focused on continuous learning.