IT Helpdesk

Brighton, East Sussex
£18000 - £20000 per annum
18 Sep 2019
16 Oct 2019
Angela Potter
Contract Type
Full Time

Job Title: IT Helpdesk

Salary: £18k-£20k

Location: Brighton

Our client is looking to recruit a competent IT Helpdesk to be responsible for offering support and technical assistance, primarily to internal customers within the business. Helping to troubleshoot a range of issues across software, hardware, or other computer systems.

This role is a great opportunity for someone looking to take their first steps into the IT world. You will need to demonstrate a willingness to learn and develop. Previous IT experience, qualifications or Internships would be desirable.

A good technical knowledge and the ability to communicate issues in both technical and non-technical terms is essential, as well as a customer-oriented attitude and the willingness to learn new technical skills and business knowledge.


  • Provide 2nd line helpdesk support to customers within the business via email, phone and in person.
  • Troubleshoot and diagnose problems across software, hardware, or other computer systems.
  • Learn and understand bespoke software used by the business and support customers' technical issues with them.
  • Follow up with customers to ensure full resolution of issues.
  • Install or change software to keep our infrastructure up to date and to fix issues.
  • Install and configure computer systems for new customers in the business.
  • Escalate unresolved issues to senior technicians or 3rd line support when necessary.
  • Monitor and report on service performance.
  • Record events and problems and their resolutions in logs.
  • Document and publish self-help documents for customers to troubleshoot issues independently.
  • Identify and suggest possible improvements to existing procedures.
  • Have the drive to self-improve both independently and with the assistance of the business
  • Work closely with the rest of the IT team to provide helpdesk support in a timely manner.
  • Support senior technicians in resolved high priority cases.
  • Assist in generating reports on the performance of helpdesk and analyse the common complaints and issues that are raised.
  • Contribute ideas to and participate in existing and future IT projects.
  • Attend regular stand-ups and team meetings to keep informed of team objectives and progress.


  • Strong computer skills with the ability to diagnose and troubleshoot technical issues.
  • Familiarity with Windows desktop and server operating systems.
  • Basic knowledge of Mac and Linux operating systems.
  • A logical thinker.
  • Patience and analytical skills to learn and support bespoke software.
  • Passion for technology and enthusiasm to improve efficiency of systems.
  • Great interpersonal and customer care skills.
  • Ability to communicate effectively in both technical and non-technical language.
  • Ability to stay calm and productive in a fast-paced work environment.
  • Proficiency in spoken and written English.

For more information please contact Stacey Croucher at Clearline Recruitment.