Help Desk Technician
The Help Desk Technician supports consistent delivery by coordinating tasks, information and stakeholders across the workday. You'll coordinate with security stakeholders, IT teams, keeping incident notes well managed and easy to access when needed. You'll own recurring tasks end-to-end, manage competing priorities and recommend small improvements that reduce friction. Success looks like timely follow-through, strong communication and confident use of tools such as ServiceNow/Jira.
What you’ll do day to day
- Assist with patching, updates and preventative maintenance to improve reliability
- Coordinate with vendors for troubleshooting and service requests as needed
- Set up and maintain user access, devices and accounts in line with policies
- Support basic network and application troubleshooting for end users
- Monitor systems and alerts, escalating incidents according to runbooks
- Maintain documentation, FAQs and knowledge base articles for common issues
Skills and tools to learn
Core skills: prioritisation, security mindset, troubleshooting, documentation, customer support
Software/Platforms: Microsoft 365, Azure/AWS basics, ServiceNow/Jira, endpoint/security tools
Methods/Knowledge: access management, incident response runbooks, ITIL basics
What you can earn
Courses to help you get this role
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