Help Desk Intern – Part time (20 hours per week

DUTIES AND RESPONSIBILITIES (not limited to)

• Serve as the first point of contact for IT support via phone, email, and ticketing system
• Log, categorize, and prioritize support requests in line with SLAs
• Troubleshoot and resolve hardware, software, and connectivity issues
• Provide support for:
  • Windows operating systems
  • Microsoft 365 applications (Outlook, Teams, SharePoint, etc.)
  • Printers and peripherals
  • VPN and remote access tools
  • Password resets and user account administration
• Support user onboarding and offboarding, including account setup and equipment allocation
• Escalate unresolved or complex issues to 2nd/3rd Line Support
• Maintain accurate documentation and contribute to the IT knowledge base
• Adhere to company IT policies, security standards, and GDPR requirements

• Working knowledge of Windows OS and Microsoft 365
• Basic understanding of networking principles (TCP/IP, DNS, DHCP)
• Strong communication and customer service skills
• Ability to prioritize workload and manage multiple tasks

• GCSEs (or equivalent) including English and Math; relevant IT qualification desirable
• 0–2 years’ experience in an IT support or customer service environment