IT Helpdesk Administrator

  • Location
    Taunton, Somerset
  • Category
    IT and Telecoms - 1st Line Support/Helpdesk
  • Contract Type
  • External Reference
  • Salary

We are currently working with a large and expanding company based in Taunton, Somerset to recruit for an experienced IT Helpdesk Administrator.

You will be joining a large, privately owned and successful UK company that really value their staff. The team in Taunton is a growing, close-knit team that offer a fun and energetic working environment.

Our client is offering great benefits such as a generous company pension, health insurance, death cover, a cycle to work scheme as well as discounted gym membership.

This is a full time, permanent role working 37 hours per week, Monday to Thursday 9:00am - 17:30pm and Friday 9:00am - 17:00pm offering a starting salary of £17,316 PA.

This company want to ensure that break times are fun for their staff and have just created a new staff room fully equipped with a pool table and space to relax away from the office. There is also free on-site parking available for all staff.

The key focus of this role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and helpdesk request tracking tools.

Key duties of this role will include:

  • Field incoming help requests from end users via both telephone and email in a courteous manner.

  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

  • Build rapport and elicit problem details from help desk customers.

  • Prioritise and schedule problems. Escalate problems (when required) to the appropriate engineers.

  • Record, track, and document the help desk request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

  • Apply diagnostic utilities to aid in troubleshooting.

  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by Hosted Accountants. Perform fixes at the user desktop level, including installing and upgrading software, and configuring systems and applications.

  • Performing preventative maintenance, including checking of workstations, printers, and peripherals.

  • Test fixes to ensure problem has been adequately resolved. Perform post� resolution follow-ups to help requests. Develop help sheets and frequently asked questions lists for end users.

The successful candidate should possess the following skills and experience:

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

  • Hands-on experience with Windows OS environments

  • Good understanding of computer systems, mobile devices and other tech products

  • Ability to diagnose and troubleshoot basic and advanced technical issues

  • Excellent problem-solving and communication skills

  • Ability to provide step-by-step technical help, both written and verbal

  • Knowledge and deployment skills of Office 365

You must be able to work as part of a large expanding team and show willingness to expand your knowledge of different technologies and conduct Microsoft and any other relevant training.

If you are interested in this role and would like to find out more, please apply online or contact Cody today on 01823 285440.

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To speak to a recruitment expert please contact Catherine Knight