Helpdesk Technician

Job Title:
Helpdesk Technician
Job Description

The Helpdesk Technician will support the seamless transition of approximately 250 laptops from an acquired company into the existing environment, using Intune and Autopilot for imaging and deployment. Following the transition, the role will focus on providing high-quality, white glove support to new users, delivering both remote and in-person assistance to ensure a smooth and efficient onboarding experience.

• Support the transition of around 250 laptops from an acquired company into the existing infrastructure using Intune and Autopilot.
• Perform computer imaging and configuration of devices, ensuring they meet organisational standards and user requirements.
• Provide white glove, customer-focused support to new users following the transition, ensuring a smooth onboarding experience.
• Deliver in-person, hands-on assistance at the desktop level to diagnose and resolve hardware and software issues.
• Use diagnostic tools and help request tracking systems, such as Service Now, to log, manage and resolve incidents and service requests.
• Troubleshoot issues related to Windows 10, Office 365 and other standard applications, ensuring minimal disruption to users.
• Support and maintain desktop and server operating systems, including older versions such as Windows 7 and Server 2008 and above, where required.
• Provide extensive application support for Microsoft Office products, addressing configuration, performance and usage issues.
• Apply ITIL principles and processes when handling incidents, requests and changes, contributing to a structured and efficient service desk environment.
• Maintain clear, accurate and comprehensive documentation of issues, resolutions and procedures.
• Communicate clearly with users, providing updates, explanations and guidance in both written and verbal form.
• Build strong rapport with users, actively listening to their concerns and asking effective questions to understand and resolve their issues.
• Collaborate with other IT team members to ensure consistent service delivery and continuous improvement of support processes.

• Hands-on help desk and service desk support experience in a professional environment.
• Strong troubleshooting skills, with the ability to diagnose and resolve hardware, software and connectivity issues.
• Experience with Intune and Autopilot for computer imaging and device deployment.
• Excellent customer service skills with a focus on providing white glove, high-touch support.
• Proficiency in supporting Windows 10 operating systems.
• Extensive application support experience with Microsoft Office.
• Experience using Service Now or similar help request tracking tools.
• Knowledge of advanced computer hardware, including SSDs and general peripherals.
• Experience with desktop and server operating systems, including Windows 7 and Server 2008 and above.
• Experience working in an ITIL-driven environment with a working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a strong focus on rapport-building, listening and questioning.
• Strong documentation skills, with the ability to record issues and resolutions clearly and accurately.

• Experience in a corporate helpdesk or service desk environment.
• Familiarity with Office 365 administration and user support.
• Ability to provide in-person, hands-on support at users’ desks.
• Comfort working in a structured environment following established processes and procedures.
• Ability to prioritise and manage multiple support requests effectively.

This role offers the opportunity to work on site at a major North American headquarters, supporting a large, complex environment…