IT Helpdesk Technician

About 1-Experience Group At 1-Experience Group, our purpose is simple: Everyone deserves to feel cared for. As we continue to grow across healthcare recruitment, workforce solutions, managed services and complex care, we are seeking an IT Helpdesk Technician to help deliver the best service possible to our clients, candidates and colleagues. The Role: The Helpdesk Technician is the first point of contact for all IT support queries across the group, delivering responsive, professional first-line support to users at all levels from within the central IT Shared Services function. The role owns the end-user device lifecycle, building and provisioning devices through Windows Autopilot and Intune, managing the day-to-day administration of Microsoft 365 licensing, and supporting the third-party and line-of-business applications staff rely on. The Technician is a visible, trusted presence ensuring technology is a reliable, well-managed enabler for every group entity. Key Responsibilities • Act as the primary point of contact for all inbound IT support requests via telephone, email and the ticketing system, providing prompt and professional first-line assistance to users across all group entities. • Log, categorise, prioritise and update all support tickets accurately within the ITSM platform, maintaining clear records of actions taken and resolution steps. • Resolve first-line hardware and software issues including desktop, laptop, peripheral and mobile device faults. • Provision and enroll devices using Windows Autopilot and Microsoft Intune, delivering zero-touch build, policy and profile assignment, and application deployment for new starters across the group. • Administer Microsoft 365 licensing on a day-to-day basis: assign and reclaim licences, reconcile assignments against active users, and flag under or over-provisioning to the Helpdesk Supervisor. • Provide first-line support for the group’s third-party and line-of-business applications (for example ATS, CRM, finance and telephony systems), troubleshooting common faults and raising vendor support cases where required. • Manage the group’s hardware asset register, maintaining accurate records of all devices, locations, assigned users, warranty status and lifecycle stage. • Support onboarding and offboarding of staff across all group entities, ensuring accounts, devices, licences and access are set up or revoked in a timely and compliant manner. • Carry out routine endpoint maintenance including update and patch compliance, application updates and device health checks via Intune. • Provide on-site support, attending sites as required to resolve issues that cannot be addressed remotely. • Escalate matters beyond first-line scope, including network, infrastructure, Active Directory / Entra ID administration, security monitoring and second-line faults, to the Helpdesk Supervisor in a structured manner with full diagnostic information. • Contribute to the knowledge base by documenting common fixes, build steps and FAQs to support self-service and team efficiency. Assist with IT project delivery tasks as directed by the Helpdesk Supervisor and IT Manager. Person Specification & Essential Requirements Experience Minimum 2 years in an IT support, helpdesk or technical role. Experience working in a groupwide shared service helpdesk. Hardware Practical experience with Windows desktop/laptop hardware, including fault diagnosis, component replacement and configuration. Software Confident troubleshooting of Windows 10/11, Microsoft 365 applications and common business software. Endpoint Management Working knowledge of Windows Autopilot and Microsoft Intune for zero-touch device provisioning, enrolment and policy/profile management; hands-on experience desirable. Licensing Familiarity with Microsoft 365 licence administration, including assigning, reclaiming and reconciling licences against active users. Third-Party Software Experience supporting and troubleshooting third-party and line-of-business applications (e.g. ATS, CRM, finance, telephony), including liaison with software vendors to resolve issues. Ticketing Experience using a helpdesk or ITSM ticketing system to log and track support requests. Asset Management Familiarity with IT asset registers and hardware lifecycle processes. Mobility Full UK driving licence plus access to a car is essential; willingness to travel to sites as required. Organisation Strong organisational skills; able to manage multiple tickets and priorities simultaneously. Desirable Requirements Qualifications CompTIA A+ or equivalent desirable; Microsoft Fundamentals (MS-900, MD-100) advantageous; MD-102 Endpoint Administrator advantageous. Attitude Enthusiastic, approachable and customer-focused, with a willingness to learn and develop. Development Clear ambition to develop skills over time, with supported pathways towards the Helpdesk Supervisor role. What We Offer: - 32 days Annual leave (including 10 days bank holidays) - Length of service increase (3, 5, 7 years resulting in an additional 6 days Annual Leave) - Company Sick Pay - Generous Maternity Pay - Death in Service Benefit - Private Health Insurance - Private Pension - Training and development programs - Reduced corporate rate gym membership - Employee Assistance Programs To Apply please click on the link below. HR123