Summary
The IT Helpdesk Support Advisor is responsible for providing first and second-line technical support to internal users.The role involves supporting Microsoft 365 cloud services, end-user devices, business applications, and IT infrastructure, ensuring users remain productive with minimal disruption.
What you will do at work
- 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
Requirements and skills
Skills
- Communication skills
- IT skills
- Customer care skills
- Problem solving skills
- Logical
- Team working
About this employer
We pride ourselves on delivering tailored solutions that address your unique challenges head-on. With our commitment to problem-solving and innovation, our product range spans across 7 divisions, tailored to meet the needs of our long-term customers. We understand that every business is different. That’s why we take the time to listen and
customise our solutions to fit your objectives seamlessly.
After this apprenticeship
When you click ‘apply’, you’ll be redirected to the NowSkills website to register your details. Once you’ve completed your registration, a member of our recruitment team will be in touch to discuss your eligibility and guide you through the next steps.
Things to consider
- 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