Ninehundred Communications Group Limited
IT Helpdesk Support Advisor
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IT Helpdesk Support Advisor
IT Help Desk Advisor
Location: Doncaster (Office Based) Department: IT Services
Job Purpose
The IT Helpdesk Support Advisor is responsible for providing first and second-line technical support to internal users, ensuring the effective resolution of IT issues while delivering a high standard of customer service. The role involves supporting Microsoft 365 cloud services, end-user devices, business applications, and IT infrastructure, ensuring users remain productive with minimal disruption.
The successful candidate will have strong troubleshooting skills, excellent communication abilities, and experience supporting Microsoft 365 cloud environments.
Key Responsibilities:
- Provide first and second-line technical support via telephone, email, remote support, and in person.
- Log, prioritise, manage, and resolve support requests using the company's helpdesk ticketing system.
- Support users with Microsoft 365 applications and cloud services.
- Manage Microsoft Entra ID (formerly Azure Active Directory), including user accounts, password resets, group membership, and access permissions.
- Administer Exchange Online, including mailbox management and distribution groups.
- Support Microsoft Teams, SharePoint Online, OneDrive for Business, and collaboration tools.
- Install, configure, and maintain Windows desktops and laptops.
- Configure new user accounts, devices, and software.
- Support printers, mobile devices, and peripheral hardware.
- Troubleshoot networking issues, including Wi-Fi, VPN, DNS, DHCP, and connectivity problems.
- Escalate complex issues to third-line support or external suppliers where appropriate.
- Assist with software deployment, updates, and patch management.
- Maintain accurate documentation of support procedures and resolutions.
- Support IT asset management, including hardware and software inventories.
- Assist with IT projects, migrations, and system upgrades.
- Ensure compliance with IT security policies and best practices.
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Technical Skills:
Essential
- Microsoft 365 Administration
- Exchange Online
- Microsoft Teams
- SharePoint Online
- OneDrive for Business
- Microsoft Entra ID (Azure AD)
- Windows 10 and Windows 11
- Microsoft Office Applications
- Active Directory
- Group Policy (basic understanding)
- Remote Support Tools
- Basic Networking (TCP/IP, DNS, DHCP, VPN)
- Printer and peripheral support
- Helpdesk ticketing systems
Desirable
- Intune (Microsoft Endpoint Manager)
- Autopilot
- Microsoft Defender for Business / Defender for Endpoint
- PowerShell (basic administration)
- Azure administration
- Windows Server
- Hyper-V or VMware
- Backup solutions
- Multi-Factor Authentication (MFA)
- Conditional Access
- Cybersecurity best practices
Skills & Experience
Essential
- Minimum of 2 years' experience in an IT Helpdesk or Service Desk role.
- Experience supporting Microsoft 365 cloud environments.
- Strong knowledge of Windows operating systems.
- Experience administering Microsoft Entra ID and Exchange Online.
- Excellent troubleshooting and problem-solving skills.
- Strong customer service and communication skills.
- Ability to prioritise workload and manage multiple support requests.
- Experience using IT service management/helpdesk software.
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Desirable
- Experience supporting hybrid Microsoft 365 environments.
- Experience with Intune and endpoint management.
- Knowledge of cybersecurity principles.
- Experience with cloud migrations.
- Familiarity with ITIL processes.
Personal Attributes
- Customer-focused with excellent interpersonal skills.
- Calm and professional under pressure.
- Strong analytical and problem-solving abilities.
- Self-motivated with a proactive approach.
- Organised and detail-oriented.
- Team player with a willingness to learn new technologies.
- Able to explain technical concepts clearly to non-technical users.
What We Offer:
- Competitive pay and clear growth opportunities.
- 20 holiday days + Bank Holidays (rising to 25).
- Free onsite parking and additional benefits.
Why Join Us?
- Be part of a supportive team that values your contributions.
- Enjoy a role with flexibility and room to grow.
- Work in a company that invests in your success.
📢 Ready to take the next step forward? Apply by emailing us at: opportunities@ninehundred.co.uk
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