Role: IT Help Desk - 1st Line Technical Support
Location: Southend-on-Sea / Office Based
Salary: £30,000 - 35,000 DOE
The Role:
This isn’t just a helpdesk role, it’s a hands‑on, high‑impact position that blends client support, product testing and day‑to‑day technical support for our internal systems. You’ll be one of the first to get your hands on our new software and help shape how it’s used by our clients by creating clear support documentation and user guides.
If you’re the kind of person who’s curious about how things work, enjoys solving problems and feels a sense of satisfaction when something just clicks for someone else, you’ll thrive here.
Key Responsibilities:
* Act as the first point of contact for technical support queries from our clients (via helpdesk tickets, video calls or direct communication).
* Troubleshoot, triage and escalates issues where appropriate while ensuring clients feel heard and supported.
* Test new product features and releases for bugs, usability and consistency, feeding findings back to the development team.
* Assist in writing clear, user friendly product usage instructions and support documentation.
* Maintain and support internal systems including workstations (primarily Mac OS), servers, software and general IT infrastructure.
* Carry out server and workstation patching, upgrades and regular maintenance.
* Perform basic administration tasks such as invoicing support, archiving and reporting.
* Manage software licensing and configuration across teams.
* Contribute ideas for improving product functionality and internal support processes.
* Collaborate with the wider team on product insights, customer feedback and process refinement.
Required Qualification:
* A genuine interest in computers, software and technology.
* Strong problem solving skills with a logical, methodical approach.
* Confident and clear communicator – comfortable engaging with clients face‑to‑face, over video calls and through written communication.
* Good working knowledge of Apple Mac OS.
* Organised, dependable and able to manage multiple tasks without letting things slip.
Desirable Skills (but not essential):
* Experience in a helpdesk or support role.
* Understanding of DAM and PIM platforms and/or SaaS software.
* Experience of Linux operating systems.
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