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IT Helpdesk Technician Full Time

at Convene IT Manchester in Manchester (Published at 07-12-2023)

The Helpdesk Technician will work as part of a team and is responsible for driving high levels of customer satisfaction by handling support requests from customers/users via tickets, email and phone requests.

Job Summary:

This opportunity is ideal for a skilled and driven individual who possesses a strong interest in technology. You will play a vital role in supporting our Customers IT systems and services for servers, desktops, laptops, switches, mobile devices, server software, M365 and security.

· Provide assistance and support for hardware and software needs

· Deliver a high-quality service to end users, fulfil service requests and fix incidents

· You will update the customer continually during working a ticket

· Responsively handle tickets and change requests while effectively prioritizing work tasks

· Communicate effectively with customers and users (from all levels)

· Provide remote support as required

· Carry out regular daily, weekly, monthly tasks to ensure the smooth running of customer systems as required

· Respond to calls & incidents in a timely fashion & be able to prioritise as necessary

· Propose proactive actions to reduce calls going forward

· Engage with customers, technical managers to deliver reliable solutions

· Employ a systematic approach to problem-solving, utilizing both customer-facing and technical skills in order to resolve issues as quickly as possible

You will have:

· At least 2 years’ experience of working in IT support. For more junior roles, experience not required but preferable

· Experience with using a helpdesk system to manage incidents

· Have excellent hardware and software skills to reduce escalations of issues

· Work well with 3rd party service providers and be able to develop excellent working relationships

· Excellent communication skills both with the users and the other areas of the IT team combined with good documentation skills

· Excellent time management and organisational skills

· Committed to providing an excellent level of service for users

· The ability to both follow and create processes to ensure a consistent level of service

· Thorough and analytical with a creative approach to problem solving

· Ability to search; being able to find quality information quickly to get a solid solution


· Technical qualifications? The standard Maths, English and preferably ICT or something to show you have carried on learning IT if not doing it as a job

· Demonstrated ability to thrive in a dynamic, fast paced environment

· Exceptional ability to engage and communicate with customers, actively listen for feedback, and lead challenging conversations with customers toward positive outcomes

· Strong analytical ability, capable of identifying high-impact solutions to identified customer problems, as well as proactively solving potential issues before they become problems for the customer

· Ability to collaborate cross-functionally and engage resources both within and outside of your direct control to move efforts forward in support of a common goal for the customer and the business

Who We Look For:

Convene IT Helpdesk Technicians are innovators and problem-solvers, providing resolution for issues for risk management, data, mobile, systems and communications. We look for creative collaborators who evolve, adapt to change and thrive in a fast-paced environment.


This job profile is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the business.

Job Type: Full-time

Salary: £20,000.00-£24,000.00 per year


  • Company events

  • Company pension

  • Free parking

  • On-site parking

  • Private dental insurance

  • Private medical insurance


  • 8 hour shift

  • Day shift

  • Monday to Friday

  • No weekends


  • GCSE or equivalent (preferred)


  • Technical support: 2 years (preferred)

  • Customer service: 2 years (preferred)

Ability to Commute:

  • Salford (required)

Work Location: In person

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