Role Overview
A Senior Helpdesk Technician will provide IT (deskside and remote) support to the business, ensuring helpdesk tickets and issues are dealt with promptly and handling escalations from junior team members.
Location: Headquarters, Steeton, West Yorkshire, UK (office based). Working hours: 37.5 hours per week. Salary: £35,000 – £37,300 (DOE).
Office based with free onsite parking and great transport links.
Responsibilities
* Work on several technologies including Microsoft HyperV, Microsoft OS, Thin Clients, MaaS360 MDM, Net2.
* Provide 1st/2nd line support, responding to tickets via ticketing system and floor visits.
* Provide third line support, problem solving and incident management.
* Configure iPad, iPhone, mobile phone and Android Tablet.
* Complete workstation setup for employees and managers in the business.
* Liaise with 3rd party suppliers when required.
* Maintain an accurate inventory of IT equipment ensuring that company assets are correctly tagged and recorded.
* Supervise and mentor Level 1 Helpdesk Technicians, providing technical escalation support and conducting weekly performance reviews to ensure service-level agreements (SLAs) are met.
* Author and maintain Standard Operating Procedures (SOPs) for common troubleshooting steps and workstation deployment to ensure team-wide consistency.
Qualifications
* Minimum 4 years experience in a helpdesk role.
* Enthusiastic and passionate about IT and self‑development.
* Previous experience working in an AGILE environment.
* Strong communicator.
* Ability to present solutions and ideas to senior stakeholders.
* Ability to self‑time manage.
* Strong attention to detail.
* Provide high level of customer service and support to all internal and external customers.
* May be required to travel to other Acorn sites.
* Must be able to display the Acorn Values.
Benefits
* Comprehensive induction and training.
* Investors in People accredited employer.
* Healthcare and pension schemes.
* Free on‑site parking.
* Great transport links to Leeds, Bradford and Skipton.
* Subsidised on‑site canteen.
* Cycle to work scheme.
* Gym membership discounts.
* Company events.
* Monthly reward scheme – Acorn Achievers.
* Refer‑a‑friend bonus – earn up to £100.
* Monthly awards with £100 vouchers for winners and £50 vouchers for runners‑up.
Values
* Quality – the products we make and sell and the service we provide.
* Unity – working together as one team.
* Integrity – acting responsibly and honestly to deliver on our promises.
* Caring – about our customers, each other and the wider community.
* Ambition – taking pride in all we do and striving to improve.
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