About the role Xirgo Technologies is recruiting an IT Helpdesk Technician to provide first-line IT support to global users. This entry-level role is ideal for a graduate with foundational IT knowledge and offers development opportunities in cybersecurity, information management, and cloud technologies. You will handle requests for assistance, alerts, and reported issues across devices, applications, and collaboration tools while ensuring a customer-focused approach. This position requires a strong desire to learn and develop, attention to detail, and a solid grounding in IT principles along with security awareness. Location Requirement: This role requires the successful candidate to work from the Belfast office. Hybrid working will be available where work requirements allow. Remote arrangements are not available for this role. Right to Work: Applicants must have the legal right to work in the United Kingdom at the time of application. We are unable to offer sponsorship for this role. What you'll do User Support Respond to IT service requests and incidents via ticketing system, email, and Teams. Troubleshoot hardware, software, and connectivity issues for Windows, macOS, and Linux endpoints. Assist with Microsoft 365 services (Teams, Outlook, SharePoint, OneDrive). Incident Management Monitor alerts and escalate critical issues to second-line or specialist teams. Maintain accurate records of incidents and resolutions in the ITSM tool. Follow designated workflows for incident, request, and problem management. Onboarding & Offboarding Support account provisioning and device setup for new hires. Ensure secure de-provisioning during offboarding. Asset & Access Management Track IT assets and update CMDB records. Assist with password resets, MFA setup, and basic identity management. Knowledge Base & Documentation Contribute to internal knowledge articles and FAQs. Document troubleshooting steps and share best practices. Continuous Improvement Identify recurring issues and suggest process improvements. Participate in team meetings and contribute to service enhancement initiatives Experience / Qualifications Basic IT knowledge (Windows OS, Microsoft 365, networking fundamentals). Strong problem-solving and communication skills. Ability to prioritise and manage multiple requests. Customer-focused approach and willingness to learn. Desirable Criteria Exposure to Linux/macOS environments. Familiarity with ITIL principles and ticketing systems. Interest in cybersecurity and compliance frameworks (Cyber Essentials Plus, ISO 27001). Scripting basics (PowerShell or bash). Development Opportunities Training and certification support in cybersecurity, cloud administration, and IT service management. Career progression to second-line support or specialist roles in security and infrastructure.