IT Helpdesk Technician

Saracens Solicitors (Saracens) have an exciting opportunity for a Helpdesk Technician to join our team based at Marble Arch, London.

The Helpdesk Technician will provide 1st line hardware and technical software support to 30 on site, and remote users in our London based office, assist management with selected tasks, complete tasks, goals, and projects as required and to deadlines, assist fellow team members within IT.


Key Responsibilities of the Helpdesk Technician will include:

– To manage the internal help desk system ensuring tickets are assigned and remedied as soon as possible or within SLA, if applicable

– Liaising with users to understand and document issues fully

– Responding within agreed time limits to any given call

– Seek support from senior engineers and IT Management for calls that pass their due dates, or where more experience is required in resolving a call

– Escalating & reporting major incidents to IT management quickly and clearly

– Completion of daily/weekly / monthly checklists

– Maintaining the IT asset register

– To manage external supplier support tickets where applicable

– Manage all starters and leavers setup and deactivation on multiple systems (Active Directory, Exchange, online booking system (Podio), phone system (Asterisk), door systems)

– Installing and configuring end user hardware/software (desktop applications, PCs, Mobile phones, peripherals)

– Network software patching of computers and telephones

– Diagnosing and solving hardware and software faults on end user technology

– Troubleshoot and resolve printing issues

– Conducting checks on computer equipment

– Updating of computer and business systems

– Assisting with the movement of IT equipment


What are we looking for in the Helpdesk Technician

– Educated to A-Level Standard

– Good customer service skills, good hardware and software support experience for an Office 365 environment

– A minimum of six to twelve months experience in the workplace accompanied with hands on skills

– You should have a strong technical affinity, excellent communication skills, ability to work under pressure and a willingness to put the user first

– You should be able to demonstrate an ability to operate in MS Windows 10 & Office 365 environment and understand networking concepts in an MS Environment with active directory, MS exchange, MS Office and operating systems as well as cloud based web services

– The successful candidate will work with one other member of IT staff in the London office and will be expected to work both as part of a team and on an individual basis


Working hours will be 10 am to 7 pm or as required for system maintenance/upgrades.

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