2 jobs found

Helpdesk Lead Ringwood (with occasional travel to customer sites) Up to £38K & Great Benefits entrust IT Group delivers high-quality, dependable IT support and managed services to a wide range of customers. Our Helpdesk Team forms the frontline of this commitment ensuring clients receive prompt, effective assistance when they need it most. We are now seeking a capable and steady Helpdesk Lead to drive service excellence, support our engineers, and maintain strong customer satisfaction in a dynamic technical environment. The Helpdesk Lead Role: As Helpdesk Lead, you will oversee day-to-day helpdesk operations, ensuring technical issues are prioritised effectively and resolved to a high standard. You will act as both a senior engineer and a point of leadership guiding the team, managing incoming workload, and ensuring service KPIs and processes are consistently met. This is a hands-on position suited to a confident 2nd line engineer who enjoys problem-solving, supporting colleagues, and maintaining clear communication with customers, especially during periods of high demand. What s on Offer? Competitive salary (£35-£38k dependent on experience) Office based, with some travel to client sites required Supportive team environment we value clear thinking, kindness, and collaboration 22 days annual leave Real variety work with different clients and solve a wide range of technical challenges Professional growth we ll support your development every step of the way Key Responsibilities of the Helpdesk Lead: Lead, guide, and support the Helpdesk Team in managing the daily ticket workload and customer requests. Ensure service delivery aligns with defined processes, SLAs, and KPIs. Conduct remote investigation, diagnosis, and support for a variety of technical issues, including configuration and compatibility problems. Recreate or analyse customer issues to determine appropriate resolution, escalating to 3rd line colleagues only when necessary. Take ownership of assigned tickets through to completion, acting as an internal advocate for the customer. Monitor system alerts, customer calls, and email-based tickets using our central service desk platform. Uphold high service standards, adjusting priorities dynamically as circumstances change. Contribute to team development by promoting best practices and ensuring process adherence. Engage proactively with on-the-job training and maintain personal technical development. Technical Experience: Supporting and maintaining Windows domain environments Backup system monitoring and administration Multi-person IT support environments System alerts, remote diagnosis, and structured escalation practices Experience with the following technologies is highly desirable: Cloud services (e.g., Office 365, control panels) Remote support tools such as ScreenConnect Remote Desktop / Hosted Desktop environments Active Directory & Entra Backup systems Broadband and VoIP Windows Server and Windows desktop operating systems Mac support Mobile device support Ticketing platforms such as ConnectWise Manage Qualifications: GCSE Maths (Grade C or above, or equivalent) GCSE English Language (Grade C or above, or equivalent) GCSE Science or Computer-related subject (Grade C or above, or equivalent) How to Apply If you are an experienced 2nd line engineer ready to step into a lead role with real operational impact, we would welcome your application. Please submit your CV for immediate consideration.

Senior EUC Engineer This is a rare opportunity to join a national organisation based in Newcastle City Centre looking for a Senior EUC Engineer for a 60- 70k role with bonus and benefits to join their internal tech ops team. You will be joining a busy tech ops function which is made up of multiple specialists - the key areas around for this are around the core EUC stack. Provide escalated support for all EUC-related incidents and service requests. Manage and maintain desktop, laptop, mobile, and virtual desktop environments (e.g., Citrix, VMware Horizon). Deploy and manage Windows OS images, software packaging, and patch management using tools like SCCM, Intune, or Autopilot. Support Microsoft 365 applications and services, including Teams, OneDrive, and Exchange Online. Collaborate with the Service Desk and Infrastructure teams to resolve complex technical issues. Contribute to EUC projects such as device refreshes, migrations, and new technology rollouts. Ensure compliance with security policies and best practices in device management. Document processes, procedures, and technical configurations. Skills & Experience Required: Proven experience in an EUC or Desktop Support Engineer role. Strong knowledge of Windows 10/11, Microsoft 365, and Active Directory. Experience with endpoint management tools (e.g., SCCM, Intune, JAMF). Familiarity with virtual desktop infrastructure (VDI) and remote access technologies. Scripting skills (PowerShell preferred) for automation and configuration tasks. Excellent troubleshooting and communication skills. ITIL awareness or certification is a plus. The role is 4 days in the office a week with excellent company benefits. Apply today to find out more.