Helpdesk specialist

Salary: £35,000 - 38,000 per year Requirements: Previous experience in an IT help desk, service desk, or desktop support role, covering both first-line and second-line support. Strong troubleshooting ability across Windows 10/11 laptops and desktops, standard business applications, printers, and peripherals. Working knowledge of Microsoft 365 or equivalent productivity platforms, including email, calendars, collaboration tools, file storage, and user support. Experience supporting user accounts, groups, permissions, password resets, and MFA using directory or identity management tools. Understanding of networking fundamentals, including LAN, Wi-Fi, DNS, DHCP, VPN, and basic connectivity troubleshooting. Experience using ticketing systems and working to service levels, priorities, and clear communication updates. Ability to build and deploy end-user devices using imaging, endpoint management, or similar device management processes. Confident working independently on site, moving between two nearby locations, and managing competing support priorities. GCSE or equivalent preferred. Technical support experience: 2 years required. Customer service experience: 1 year preferred. Ability to commute to Uxbridge or relocate before starting work. Ability to safely lift, carry, move, or install IT equipment up to 25 kg using appropriate manual handling techniques or aids. Responsibilities: Provide Tier 1 and Tier 2 support in person, by phone, and through the ticketing system, ensuring users receive timely, professional assistance. Log, triage, prioritize, resolve, and update incidents and service requests in line with service levels, escalating to internal teams or suppliers where required. Support laptops, desktops, mobile devices, printers, scanners, peripherals, meeting room technology, Wi-Fi, and VPN connectivity. Deploy equipment, including operating system setup, application installation, endpoint enrolment, and replacement device preparation. Administer joiner, mover, and leaver processes, including user accounts, permissions, mailbox access, MFA/password support, equipment provisioning, and secure returns. Support core business platforms, including productivity and collaboration tools, telephony/contact center systems, remote support tools, and endpoint management platforms. Assist with basic network and infrastructure tasks, including patching checks, cabling, desk moves, office technology setup, firewall and VPN checks, and liaison with network teams. Maintain accurate documentation, asset records, license information, knowledge base articles, support notes, and standard operating procedures. Follow agreed security, data protection, change management, and health and safety processes, including reporting and escalation of suspected security incidents. Contribute to IT projects, technology rollouts, and continuous improvement activity across both UK sites. Work fully on-site across our two UK locations and support planned weekend work, occasional adjusted hours, incident support, and office moves or maintenance activities. Technologies: Firewall Support LAN Microsoft 365 Mobile Network Security VPN Windows Office 365 ITIL More: We are Masters of Mindset LTD., a global sales management company specialising in building high-performance sales teams for large corporate clients around the world. Due to our rapid growth, we are expanding our IT support function at our HQ in Uxbridge, North-West London. This is a fully office-based, full-time Helpdesk Specialist role working 5pm to 1am, Monday to Friday, with one Saturday shift per month. We offer a salary of £35,000 to £38,000 per year, along with company events, a company pension, and a referral programme. The role is based in person at our Uxbridge office and involves working across two nearby UK sites. last updated 25 week of 2026