IT Helpdesk Assistant

Madison is the UK’s number one distributor of high‑end bicycles, clothing, components, and accessories, working in partnership with some of the biggest brands in cycling. Our IT systems team is a key enabler of operational excellence across the business.

We are looking for a proactive and customer‑focused IT Helpdesk Analyst to join our IT team. You’ll be the first point of contact for technical support across the business, ensuring systems run smoothly and users stay productive.

• Provide 1st line support to internal users via phone, email, and ticketing system
• Troubleshoot hardware, software, and network issues across desktops, laptops, and mobile devices
• Manage user accounts, permissions, and access (Active Directory, Entra , Exchange)
• Install, configure, and maintain IT equipment and applications
• Escalate complex issues to senior IT staff or third‑party vendors where necessary
• Maintain accurate records of incidents, requests, and resolutions
• Assist with IT projects, system upgrades, and rollouts
• Support warehouse and logistics systems critical to distribution operations

• Keen interest in IT, ideally with previous experience in an IT Helpdesk or Service Desk role
• Good team player with experience using Windows 11, Outlook, Word and Excel. Knowledge or experience of Databases, HTML, Powershell, ODBC Reporting, ERP or warehouse systems, Active Directory, Exchange, Server 2016 or above, Virtualisation, Basic understanding of networking is desirable
• Familiarity with ticketing systems and remote support tools
• Excellent problem‑solving skills and attention to detail
• Strong communication skills with a customer‑first mindset
• Ability to prioritise and manage multiple tasks in a fast‑paced environment
• A dynamic, team‑oriented working environment
• Good written and spoken English

This is a service role and you’ll have excellent communication skills, with good written and spoken English.

We offer a competitive salary and generous staff discount, and the opportunity to work for one of the UK cycling industry’s leading businesses.

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