Helpdesk Support Officer

About the Role

Our client is looking for a diligent and organized Helpdesk Support Officer to join their hybrid team in Derby . This role is key to providing first-line technical support and assistance to internal staff and external users, ensuring seamless operations. You will be responsible for diagnosing and resolving a range of IT issues, offering timely and effective solutions. This hybrid position allows for a blend of in-office collaboration in Derby and remote flexibility, offering a balanced work environment. The ideal candidate possesses strong technical aptitude, excellent communication skills, and a commitment to providing outstanding support services.

Key Responsibilities

• Provide first-level technical support to users via phone, email, and remote access tools.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Escalate complex technical problems to senior support staff or relevant IT teams.
• Maintain accurate records of support requests, troubleshooting steps, and resolutions in the ticketing system.
• Assist with the setup, configuration, and maintenance of IT equipment.
• Develop and update IT knowledge base articles and user guides.

Requirements

• Previous experience in a helpdesk support or IT support role.
• Good understanding of operating systems, common software applications, and basic networking concepts.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to work effectively both independently and as part of a team.
• Willingness to adopt a hybrid working model from our Derby office.

Benefits

• Competitive salary with regular performance reviews.
• Hybrid working model providing flexibility.
• Comprehensive training and development opportunities.
• Access to modern IT tools and resources.
• A supportive and collaborative workplace culture.