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IT helpdesk technician

  • Location:

    Edinburgh

  • Sector:

    Cloud & Infrastructure

  • Job type:

    Permanent

  • Salary:

    £28000 - £34000 per annum

  • Contact:

    Adam Hood

  • Contact email:

    ahood@headresourcing.com

  • Job ref:

    BBBH37762_1752076711

  • Published:

    1 day ago

  • Expiry date:

    2025-08-08

Job Title: IT Helpdesk Technician (x2 roles)
Contract Type: Fixed Term for 6 months
Location: Either based in Scotland central belt or mid/South of England
Salary: £28 - £34k

Role Summary
Head Resourcing is currently recruiting for an experienced IT Helpdesk Technician to join a small, collaborative team of Service Desk Engineers. This is an exciting opportunity to provide 2nd line technology support to end users across a wide range of software applications and hardware devices. The role is critical to maintaining high customer service standards and ensuring timely and effective issue resolution. A lot of the role will involve travelling to client sites, so a driving license is also essential.

Role Purpose
You will take ownership of IT support services within a designated office location, ensuring that all technology performs reliably and that end users receive efficient and professional support. The role requires strong troubleshooting ability, attention to detail, and a continuous improvement mindset.
In addition to daily operational support, you will contribute to the ongoing development of Service Desk processes and assist in identifying areas for service enhancement.

Key Responsibilities

  • Act as a key contact for local IT support, working closely with office managers to ensure all technology provisions meet user needs.
  • Respond to technical queries and support tickets from staff members, either on-site or via remote access tools.
  • Conduct incident logging, tracking, and documentation of issue resolution.
  • Troubleshoot and resolve hardware, software, and connectivity issues across a variety of devices and platforms.
  • Support AV equipment, monitor conditions of comms rooms, and ensure general tidiness and functionality of office IT infrastructure.
  • Assist in new employee onboarding, ensuring devices are configured and ready for use.
  • Escalate unresolved incidents to 3rd line support as required, maintaining clear and timely communication throughout.


Knowledge, Skills, and Abilities

  • Strong customer service focus with excellent communication skills, both in person and remotely.
  • Proven team player with a collaborative working style.
  • Solid problem-solving abilities and a methodical approach to troubleshooting.
  • Experience supporting Windows 11 and Microsoft 365 applications.
  • Familiarity with Apple iOS devices (iPhones, iPads) and associated mobile technologies.
  • Good working knowledge of Active Directory (including Azure AD, Endpoint Manager / Intune).
  • Comfortable with infrastructure support for both on-premise and cloud-based environments.
  • Understanding of Citrix / Parallels RAS virtual desktop environments.
  • Exposure to ITIL practices and familiarity with ticketing systems such as Freshservice or Freshdesk is advantageous.

Job Title: IT Helpdesk Technician (x2 roles)
Contract Type: Fixed Term for 6 months
Location: Either based in Scotland central belt or mid/South of England
Salary: £28 - £34k

Role Summary
Head Resourcing is currently recruiting for an experienced IT Helpdesk Technician to join a small, collaborative team of Service Desk Engineers. This is an exciting opportunity to provide 2nd line technology support to end users across a wide range of software applications and hardware devices. The role is critical to maintaining high customer service standards and ensuring timely and effective issue resolution. A lot of the role will involve travelling to client sites, so a driving license is also essential.

Role Purpose
You will take ownership of IT support services within a designated office location, ensuring that all technology performs reliably and that end users receive efficient and professional support. The role requires strong troubleshooting ability, attention to detail, and a continuous improvement mindset.
In addition to daily operational support, you will contribute to the ongoing development of Service Desk processes and assist in identifying areas for service enhancement.

Key Responsibilities

  • Act as a key contact for local IT support, working closely with office managers to ensure all technology provisions meet user needs.
  • Respond to technical queries and support tickets from staff members, either on-site or via remote access tools.
  • Conduct incident logging, tracking, and documentation of issue resolution.
  • Troubleshoot and resolve hardware, software, and connectivity issues across a variety of devices and platforms.
  • Support AV equipment, monitor conditions of comms rooms, and ensure general tidiness and functionality of office IT infrastructure.
  • Assist in new employee onboarding, ensuring devices are configured and ready for use.
  • Escalate unresolved incidents to 3rd line support as required, maintaining clear and timely communication throughout.


Knowledge, Skills, and Abilities

  • Strong customer service focus with excellent communication skills, both in person and remotely.
  • Proven team player with a collaborative working style.
  • Solid problem-solving abilities and a methodical approach to troubleshooting.
  • Experience supporting Windows 11 and Microsoft 365 applications.
  • Familiarity with Apple iOS devices (iPhones, iPads) and associated mobile technologies.
  • Good working knowledge of Active Directory (including Azure AD, Endpoint Manager / Intune).
  • Comfortable with infrastructure support for both on-premise and cloud-based environments.
  • Understanding of Citrix / Parallels RAS virtual desktop environments.
  • Exposure to ITIL practices and familiarity with ticketing systems such as Freshservice or Freshdesk is advantageous.

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