IT Helpdesk Officer

Description:

We’re looking for an IT Helpdesk Officer to join our Global IT Helpdesk Team in Bath. This is a fantastic opportunity to kickstart your career in IT, gaining hands-on experience while supporting over 3,000 colleagues worldwide.

About The Role

As part of our Helpdesk team, you’ll provide first-line IT support, helping to resolve technical issues and ensure a smooth user experience across the business. You’ll work in a fast-paced, collaborative environment where no two days are the same, continuously building your technical knowledge and customer service skills.

Key Responsibilities:
 

• Provide remote 1st line IT support to users across the business
• Take ownership of helpdesk tickets and resolve issues within agreed SLAs
• Support the day-to-day operations of the IT Helpdesk team
• Troubleshoot software and system issues, ensuring minimal disruption to users
• Follow established technical processes and guidance
• Work closely with the IT Helpdesk Supervisor on continuous improvement initiatives
• Deliver a consistently high level of customer service
  
   

Key Skills:
 

• Basic understanding of software installation and troubleshooting
• Familiarity with Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint)
• Awareness of tools like SharePoint and OneDrive
• Strong communication and customer service skills
• A proactive attitude and willingness to develop new skills
  
   

Desirable (but not essential):
 

• Knowledge of Active Directory or Exchange Online
• Understanding of ITIL or service management concepts
• Exposure to systems such as ERP or HR platforms (e.g. VantagePoint, Unit4)
• Experience with Microsoft 365 Defender