Junior IT Helpdesk Support Assistant

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.