IT Help Desk Agent - £40 -55K + Bonus

This is a great opportunity to join a global IT support function of a leading Private Equity Consulting firm in their newly opened EU HQ, based in London. Provide local support to the new office and global support to their offices in the US as part of the global Helpdesk team.
Candidates will need excellent communications skills, with a proactive, high energy, can-do attitude. This is an opportunity to join a global leader as they expand in Europe and to grow your career as the firm builds out across Europe.
Candidate must have a stable employment background and will have at least 2-3 years support experience.
Description
We are seeking a knowledgeable and customer-focused Internal Help Desk Agent to join our team. As an Internal Help Desk Agent, you will be responsible for providing professional, efficient, and timely technical support to our internal users. You will assist them in resolving hardware, software, and network issues, ensure their technical needs are met, and contribute to maintaining a secure and productive working environment. The ideal candidate will possess excellent problem-solving skills, strong communication abilities, and a passion for helping others navigate technology challenges.
What You’ll Do:
This newly created position within our Global Information Technology team. Your responsibilities will include but are not limited to:
Technical Support:
Provide frontline technical assistance and support to employees by phone, email, chat, or in person (based on company policies and infrastructure).
Troubleshoot and resolve hardware, software, and network issues promptly and efficiently.
Ensure all support requests are accurately documented, tracked, and resolved within defined service level agreements (SLAs).
User Training and Development:
Conduct user training sessions to enhance overall employee understanding of technology tools, applications, and systems.
Serve as a subject matter expert, providing guidance and recommendations to promote best practices for software usage and system utilization.
System Administration:
Maintain accurate inventory records of hardware, software, and licenses.
Assist with the setup and configuration of new workstations, software installations, and system upgrades.
Collaborate with the IT team to identify potential areas for improvement in existing systems and processes.
Documentation and Knowledge Management:
Maintain a comprehensive knowledge base, documenting frequently asked questions, known issues, and their resolutions.
Contribute to the development and improvement of user-guides, manuals, and training materials.
Communicate important updates, system outages, or service disruptions to internal users proactively.
Security and Compliance:
Adhere to company security policies and procedures, ensuring the safeguarding of sensitive information.
Monitor and respond to security alerts or incidents, escalating as necessary.
Ideally, You Have:
Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus.
A levels or equivalent; additional technical certifications or relevant education is a plus.
Proven experience in providing technical support or help desk assistance in a professional environment.
Proficient in troubleshooting common hardware and software issues.
Strong knowledge of hardware components, software applications, operating systems, and networking principles.
Ability to multitask and work effectively in a fast-paced, team-oriented environment.
Excellent communication skills, both verbal and written, with a customer-centric approach.
Demonstrated problem-solving skills and ability to adapt to changing technologies.
Experience with remote desktop support tools.
Familiarity with ITIL processes and knowledge management systems is desirable.
Familiarity with networking concepts and protocols.
Upholds confidentiality and handles sensitive information with utmost professionalism.