Junior Helpdesk Support Technician

About the Role

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The Junior Helpdesk Support Technician provides second line support as part of a team supporting our EMEA region. The role is responsible for resolving support requests, meeting customer satisfaction, and maintaining continuous service delivery. The IT Support team works in a dynamic, fast‑paced environment delivering services over phone, e‑mail, and other channels.

The position is based at our European Headquarters in Maidenhead and reports to the Service Desk Manager.

• Actively contribute to the efficient operation and ongoing improvement of the end‑user support processes.
• Take ownership of issues by carrying out problem analysis and implementing temporary or permanent fixes to restore service as soon as possible; escalating incidents to other support teams where necessary.
• Ensure problems are logged and managed according to corporate standards.
• Prioritise and resolve helpdesk issues.
• Accurately record, update and document requests using the IT service desk system.
• Resolve incidents and upgrade different types of software and hardware.
• Maintain a first‑class level of customer service, treating all customers efficiently and appropriately.
• Maintain excellent verbal communication skills and communicate effectively with technical and non‑technical colleagues at all levels.
• Participate in asset requisition, acquisition, receipt, remote delivery and management.
• Support Local Area Networks.
• Maintain and update equipment.
• Install and configure new IT equipment; arrange collection/delivery of new starter devices.
• Add users to the Exchange Server.
• Set up new hires and install software.
• Assist with various projects and other duties as assigned.
• Suggest potential improvements to the global end‑user support experience relative to security, business continuity, service delivery, etc.

• IT related higher education qualification (last year of studies).
• Advanced working knowledge of Microsoft Operating Systems.
• Previous experience working in an IT support role.
• Excellent IT skills and computer literacy.
• Previous experience within a customer service role.
• Experience supporting Microsoft Windows‑based PC hardware.
• Ability to multitask and work effectively in a fast‑paced environment with changing priorities.
• Excellent organisational and time‑management skills, able to prioritise work to meet deadlines.
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• Ability and willingness to travel across the EU.
• Excellent organiser with the ability to work on their own initiative and be flexible.
• Highly competent with Microsoft Office packages, particularly Microsoft Excel.
• Good command of the English language; fluent English language is fundamental.

• Excellent organisational skills.
• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
• Ability to demonstrate practical troubleshooting and problem analysis techniques.
• Good attention to detail and ability to show initiative.
• Ability to plan and prioritise workload without supervision.
• Ability to prioritise, manage and perform under pressure to meet SLAs.
• Excellent knowledge of Customer Service best practice.
• Willingness to work flexibly and with enthusiasm.

At TTI, we are committed to being an equal opportunity employer. We believe in creating a supportive environment where everyone can thrive and grow.