Location: Derby Contract: Full-time (37.5 hours) Salary: Dependent on experience Because our customers want real people, not AI, to solve real problems, PKF Infuse is committed to delivering IT support with a human touch. We’re looking for a personable and technically skilled Level 1 Help Desk Agent to join our growing IT support team. At PKF Infuse, we believe that technology should empower people, not frustrate them. That’s why our support team isn’t just about resolving tickets, it’s about building trust. In this role, you’ll be the first point of contact for users seeking assistance. You won’t just provide answers, you’ll offer reassurance, clarity, and empathy. Our customers value speaking to someone who listens, understands, and resolves their issues with care and professionalism. Whether it’s a password reset or a more complex technical issue, you’ll be the calm, confident voice that helps them feel supported. At PKF Infuse, we’re not just solving problems, we’re infusing every interaction with purpose, personality, and people-first thinking. The important work you will be doing: Respond promptly to help desk requests via phone, email, and ticketing systems. Diagnose and resolve basic technical issues related to hardware, software, and network connectivity. Escalate more complex problems to Level 2 support or the appropriate technical teams. Document all support interactions and resolutions accurately in the ticketing system. Provide clear, user-friendly guidance on IT-related queries. Assist with the setup and configuration of new hardware and software. Follow established troubleshooting procedures and contribute to process improvements. Maintain up-to-date knowledge of current IT systems, applications, and internal workflows. Ensure timely and effective communication with users throughout the support process. Maintain a keen eye for security, ensuring all actions align with best practices for data protection and system integrity. The skills and experience you will bring: 2–3 years of experience in a help desk or technical support role. Proficiency with Microsoft technologies including O365, Intune, Azure, and Windows 10/11. Solid understanding of computer systems, networks, and software applications. Strong problem-solving skills and attention to detail. Excellent verbal and written communication skills. Ability to work independently and collaboratively in a team environment. A customer-first mindset with a commitment to delivering high-quality, human-centred support. Experience with help desk ticketing systems is preferred. Why PKF Infuse? We are a Midlands-based IT managed service provider delivering specialist IT support, from business continuity and crisis planning to managing IT infrastructure and paperless offices. We also provide clients with the highest level of cybersecurity support, implementing practical solutions to protect against cyberattacks. Our team’s 17 years of expertise means we’re well versed in worrying about the technical details, allowing you to focus on your business and do what you do best. We consider ourselves a true partner to our customers – always on hand to offer advice, implement technological and system changes and get you back online whenever you need us. Gone are the days of just ‘turning it off and on again’, with us you can sleep easy in the knowledge that you will receive straightforward IT solutions that continue to keep your business moving. Our values We know our clients; We are friendly, honest, helpful and courteous; We assist wherever possible at all times; We will always provide you with the best advice for now and for the future; You will always be entirely satisfied with all aspects of our communication. Our benefits A working environment that empowers you to perform at your best, through our flexible working policy and dress for your diary scheme. Hybrid working during your probation period is subject to the manager's discretion Time to do what matters to you – 25 days annual leave plus statutory bank holidays, the option to reduce annual hours for additional annual leave, and your birthday off, on us. Rewards for those who actively embrace and embody our values and culture through our Kudos Reward Scheme. Bonus referral schemes for introducing new talent or clients so that when we benefit, you do too Life doesn’t stop at the end of the working day and neither do our benefits. We also offer life assurance, discounts on a huge variety of retailers through our partnership with the PKF Smith Cooper Rewards Scheme, and cashback on healthcare (including dental visits, physiotherapy etc) through Healthshield. How to apply? Apply now if you believe you have what we are looking for! Even if you do not tick 100% of the boxes, we would encourage you to apply. To do so, please upload a copy of your CV and a covering letter to our job portal. Should you have any questions, please contact a member of the p team - email recruitment@pkfsmithcooper.com or call 01332 332021. Please note that whilst we welcome and encourage individuals of all backgrounds to apply for our vacancies, we are unfortunately unable to accept applications from candidates requiring a visa to work in the UK. Please no agencies unless we have contacted you directly.