Russell Tobin
Help Desk Specialist
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IT Helpdesk Support Technician
Location: London (Onsite – 5 Days per Week)
Contract: 12-Month Contract with very good potential extension
Hourly rate: £19.50 per hour PAYE + 33 days holiday pay
Working hours: 8:30 AM – 5:30 PM, Monday to Friday.
We are currently seeking an experienced IT Helpdesk Support Technician to join a leading global technology organisation. This is an onsite role supporting end users in a fast-paced corporate environment, providing first-line and desktop support while delivering an exceptional face-to-face customer experience.
The ideal candidate will have strong troubleshooting skills across Windows and macOS environments and be confident supporting users with hardware, software, authentication, and networking issues.
Key Responsibilities
- Provide face-to-face and remote technical support to end users.
- Troubleshoot and resolve hardware, software, operating system, and application issues.
- Support Windows and macOS devices, ensuring minimal downtime.
- Diagnose and resolve printer, peripheral, laptop, desktop, and mobile device issues.
- Assist users with password resets, account recovery, and authentication-related issues.
- Support Multi-Factor Authentication (MFA) and Single Sign-On (SSO) related queries.
- Manage Active Directory user accounts, groups, and permissions.
- Install, configure, and deploy hardware and software.
- Record incidents, resolutions, and support activities within the ticketing system.
- Escalate complex technical issues where appropriate while maintaining excellent customer communication.
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Mandatory Skills & Experience
- Previous experience in an IT Helpdesk, Desktop Support, or IT Support role.
- Strong face-to-face customer support experience in a corporate environment.
- Hands-on experience supporting both Windows and macOS environments.
- Experience troubleshooting hardware, printers, peripherals, laptops, desktops, and software issues.
- Experience with password resets, account recovery, and user authentication.
- Mandatory experience supporting Multi-Factor Authentication (MFA).
- Working knowledge of Active Directory (user management, groups, permissions, password resets).
- Understanding of DNS and Single Sign-On (SSO).
- Strong troubleshooting and diagnostic skills.
- Excellent communication and customer service skills.
- Ability to prioritise multiple support requests in a fast-paced environment.
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Desirable Skills
- Experience with desktop imaging and hardware deployments.
- Knowledge of Microsoft 365 and Outlook support.
- Basic understanding of TCP/IP networking.
- Experience using ITSM/ticketing systems such as ServiceNow or Jira.
Please note: This role requires candidates with strong hands-on desktop support experience in enterprise environments. Experience supporting Windows, macOS, MFA, Active Directory, DNS, SSO, hardware, printers, password recovery, and face-to-face end-user support is essential.
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