1st Line Helpdesk Engineer

Do you have a passion for IT and thrive in a dynamic environment, with a passion for delivering exceptional end-user support? As a Helpdesk Engineer, you'll be the first point of contact for IT support, providing essential technical assistance across our organization. Whether you're troubleshooting network and desktop infrastructure issues or supporting critical applications, you'll play a vital role in keeping our systems running smoothly.

This role is perfect for those with some IT experience who enjoy fast-paced environments, as well as recent graduates or IT apprenticeship completers eager to kick-start their careers. Plus, you'll have the chance to work on exciting IT projects, making this an incredible opportunity to grow, develop, and be part of a supportive, forward-thinking team.

Principal Accountabilities 

• Provide first-line support – Troubleshoot hardware and software issues for end users across all IDS sites, ensuring a smooth IT experience.
• Collaborate with 2nd and 3rd line teams – Work closely with team members to resolve escalated issues from the service desk.
• Ensure SLA compliance – Manage and resolve incidents within agreed service level agreements, keeping downtime to a minimum.
• Track and document issues – Maintain an up-to-date incident log, ensuring clear visibility of outstanding and completed queries.
• Support IT projects – Assist the infrastructure team in delivering key technology initiatives and system improvements.
• Build a knowledge base – Create and maintain helpful knowledge articles to support learning and efficiency within the Service Desk team.

Qualifications:

• An industry-recognised IT qualification OR an IT-related degree.
• This role could also be ideal for those who have completed an IT apprenticeship or higher education qualification and are looking to take the next step in their career.

Skills & Knowledge:

• Strong communication skills with a customer-focused approach.
• A willingness to learn and apply knowledge
• A passion for technology and problem-solving.
• Ability to work effectively under pressure in a fast-paced environment.
• Experience with Windows and Microsoft Office systems.
• Familiarity with Office 365 applications, including Microsoft Teams and Flow.
• Knowledge of Microsoft Server (2008-2019) and Active Directory.
• Experience with laptop and mobile device configuration.

Experience:

• A strong work ethic and a proactive approach to IT support.
• Awareness of ITIL best practices (desirable).

Our Values

• Embrace the unknown - every big idea starts with a bold, fundamental question: What If?
• Passion for people - our people are our greatest asset and fuel our success in service of humanity.
• Collaborate for success - we put team before self to achieve the unexpected with transparency, accountability and integrity.
• Partner with purpose - we inspire new paths with customers to accelerate positive outcomes.

Benefits

We truly value our people and provide a mix of benefits as well as providing an environment where our employees’ career and wellbeing can flourish.

Here is a taster of what we offer:

• 25 days holiday + bank holidays. In addition, we offer a holiday purchase scheme where employees can purchase a further 5 days.

• Enhanced private company pension, IDS contribute up to 5% of your annual salary.
• Should you wish to opt into private healthcare, IDS will pay 50% of your healthcare cover for either single or family plans.
• Access to our Employee Assistance Platform, providing you and your family with access to wellbeing resources and therapy, as well as retailer discounts.
• Life insurance at 2x your annual salary.
• Hybrid working
• Sports and social club - a subsidised membership scheme offering four fun activities each year (go-karting, abseiling, meals out, comedy club, cinema etc)
• Benefit from our Skillsoft learning and development platform, offering a wide range of modules to tailor your personal growth
• Free on-site parking
•Discretionary annual bonus
• Complementary tea, coffee, fruit and season treats

We are committed to supporting your career development and offer a number of incentives and rewards to recognise your contributions:

o Reward of £500 for successfully referring a friend to IDS
o Living our values award recognises and rewards those who demonstrate exemplary behaviours which support our core values.
o All ideas matter award encourages and rewards employees to be creative and put forward new ideas. Successful ideas are generously rewarded.

Diversity, equality and inclusion is really important to us and we are committed to creating a culture where everyone feels that they can truly be themselves and bring their own originality, creativity and identity to IDS.