Junior IT Helpdesk Technician

Job Description Key skills / attributes / position-specific competencies

• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Excellent written and verbal communication skills – especially in writing professional reports.
• Strong telephonic and written etiquette.
• Information technology system support skills.
• Professional and punctual approach.
• Commitment to customer service and exceptional attention to detail.
• High level of integrity and confidentiality.
• Able to work under pressure.
• Self-motivated.
• Problem‑solving.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Excellent written and verbal communication skills – especially in writing professional reports.
• Strong telephonic and written etiquette.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Professional and punctual approach.
• Commitment to customer service and exceptional attention to detail.
• High level of integrity and confidentiality.
• Able to work under pressure.
• Self-motivated.
• Problem‑solving.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

• Provide Level 1 technical support for IT Helpdesk services, including responding to and resolving user queries and issues.
• Utilise ITSM ticketing system aligned with ITIL framework for managing and prioritising support tickets.
• Escalate any issues beyond Level 1 to appropriate support teams.
• Answer phone calls professionally and promptly and gather all client information about technical issues.
• Provide remote support to clients in different regions.
• Collaborate with IT professionals to determine technical solutions.
• Manage any escalations relating to IT infrastructure. Provide day‑to‑day technical support for all Hollywood Group/Bet Software services and third‑party products.
• Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 365.
• Troubleshoot telecommunications, including DSL lines, fibre lines, wireless backup mediums, LTE and P2P wireless broadband connections.
• Install and maintain network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and hardware faults.
• Assist with upgrading/maintaining antivirus products.
• Troubleshoot VPN connections using Fortinet solutions.
• Troubleshoot hardware‑related faults.
• Provide basic end‑user training and provide customers with customer feedback.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.
• Monitor and report on Branch connectivity alerts, using the monitoring tools provided (Libre LMS / Nagios).

• Be the initial point of contact with customers and ensure exceptional customer service during their first interaction is delivered.
• Manage customer contact to provide service excellence.
• Troubleshoot and respond to multichannel tickets logged within the required response and resolution SLA.
• Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
• Log all issues or faults correctly and accurately in the ticketing system.

• Feedback to customers on the status of all unresolved queries.
• Ensure the protection of all user and company data in compliance with company privacy policies.
• Monitor branch connectivity via monitoring platforms provided to identify branches who require assistance.

• Constructively participate as a member of the wider IT Department.
• Undertake any other tasks or once‑off projects which may be assigned from time to time.
• Demonstrate professional skills and a high standard of integrity.

The job obligations of an IT Helpdesk Technician L1 go well beyond what is listed above. Ensuring that you are living and applying our fundamental company values in your day‑to‑day tasks is critical to the success of Global Support and…