IT User Support Assistant

About the job

Job Title: IT User Support Assistant
Location: London or Manchester
Working Pattern: Office-Based, 5 Days per Week (Some Flexibility)
Function: IT / Service Desk / End-User Support

About the Role

We’re recruiting for an enthusiastic and customer-focused IT User Support Assistant to join an established Information Systems team, with opportunities based in London or Manchester.

This is a hands-on role combining first-line Service Desk support with face-to-face technical assistance across the office. You’ll help colleagues resolve day-to-day technology issues, provide support with workplace equipment and ensure laptops and other devices are configured, maintained and ready for use.

The role is split broadly equally between Service Desk responsibilities and site-based or remote technical support, making it an excellent opportunity for someone looking to develop their IT support career within a collaborative and supportive environment.

You'll work closely with colleagues across the business and the wider IT team, providing a professional, responsive and customer-focused technical support service.

Key Responsibilities

Service Desk & First-Line IT Support

• Provide first-line Service Desk support through telephone, ticketing portal and other approved communication channels.
• Troubleshoot hardware, software, user access, connectivity and peripheral issues.
• Record, manage and progress incidents and service requests through to resolution or appropriate escalation.
• Deliver a responsive and customer-focused IT support service to colleagues across the organisation.
• Keep users informed throughout the incident resolution process, providing clear updates and guidance.
• Follow established IT support procedures and service management processes.

Desktop Support & Workplace Technology

• Provide hands-on technical assistance with laptops, desktop equipment, meeting room technology and workplace devices.
• Build, configure, test and prepare laptops for new starters and replacement device requirements.
• Support the deployment, allocation and collection of IT equipment.
• Assist with hardware troubleshooting, device repairs and replacement equipment.
• Provide remote technical support to colleagues where required.
• Ensure workplace technology is functioning effectively and ready for day-to-day business use.

IT Asset Management & User Administration

• Support hardware stock management, asset tracking and maintenance of accurate device records.
• Assist with equipment allocation, collection and replacement processes.
• Complete assigned IT tasks within the joiner, mover and leaver process.
• Support the preparation and configuration of IT equipment for new employees.
• Maintain accurate records of IT assets, support activities and service requests.

Service Improvement & Team Collaboration

• Identify recurring technical issues and contribute to the development of knowledge articles and support documentation.
• Support continuous improvement initiatives across Service Desk and workplace technology operations.
• Work collaboratively with the wider Information Systems and IT support teams.
• Escalate technical issues appropriately and contribute to effective problem resolution.
• Participate in an on-call rota where required.
• Support colleagues across different office locations when necessary.

Candidate Profile

• Some experience, training or a demonstrable interest in IT support, Service Desk, desktop support or a similar technical environment.
• Basic knowledge of Microsoft Windows, laptops, desktop hardware, peripherals and common workplace applications.
• Good troubleshooting and problem-solving skills, with a willingness to learn new technologies.
• Strong communication and customer service skills.
• Ability to support colleagues with varying levels of technical knowledge and confidence.
• Comfortable managing competing priorities and responding to multiple support requests.
• Ability to follow documented procedures and escalate issues appropriately.
• Proactive, organised and collaborative approach to work.
• Strong attention to detail when recording incidents, updating tickets and managing IT equipment.
• Enthusiasm for developing a long-term career within IT support and technical services.

Desirable Experience

• Experience using ServiceNow or another IT Service Management (ITSM) ticketing system.
• Exposure to laptop configuration, deployment or device preparation.
• Experience supporting hardware asset management and IT inventory processes.
• Knowledge of ITIL v4 principles and service management practices.
• Microsoft certifications or relevant technical training.
• Previous experience providing face-to-face or remote end-user technical support.

Working Arrangements

• Office-based position requiring attendance five days per week.
• Location options include London or Manchester.
• Some flexibility may be available depending on business requirements and responsibilities.
• Occasional travel to another office may be required.
• Some flexible or extended working hours may be necessary.
• Participation in an on-call support rota may be required.

What Our Client Offers

• Opportunity to develop your career within an established Information Systems team.
• Exposure to both Service Desk operations and hands-on workplace technology support.
• Supportive and collaborative IT working environment.
• Opportunity to build technical knowledge and strengthen troubleshooting capabilities.
• Experience supporting a broad range of workplace technology, hardware and business applications.
• Opportunity to develop practical skills in IT service management, device deployment and end-user support.
• A varied role offering exposure to different technologies, support activities and business users.

How to Apply

If you're enthusiastic about technology, enjoy helping people and are looking to build your career in IT support, Service Desk or desktop support, we'd love to hear from you.

Whether you have some existing technical support experience or are looking to develop your skills within a professional IT environment, apply with your CV for a confidential discussion about this opportunity.