Helpdesk Specialist

Salary: £35,000 - 38,000 per year

Requirements

• Previous experience in an IT help desk, service desk, or desktop support role, covering both first-line and second-line support.
• Strong troubleshooting ability across Windows 10/11 laptops and desktops, standard business applications, printers, and peripherals.
• Working knowledge of Microsoft 365 or equivalent productivity platforms, including email, calendars, collaboration tools, file storage, and user support.
• Experience supporting user accounts, groups, permissions, password resets, and MFA using directory or identity management tools.
• Understanding of networking fundamentals, including LAN, Wi-Fi, DNS, DHCP, VPN, and basic connectivity troubleshooting.
• Experience using ticketing systems and working to service levels, priorities, and clear communication updates.
• Ability to build and deploy end-user devices using imaging, endpoint management, or similar device management processes.
• Confident working independently on site, moving between two nearby locations, and managing competing support priorities.
• GCSE or equivalent preferred.
• Technical support experience: 2 years required.
• Customer service experience: 1 year preferred.
• Ability to commute to Uxbridge or relocate before starting work.
• Ability to safely lift, carry, move, or install IT equipment up to 25 kg using appropriate manual handling techniques or aids.

Responsibilities

• Provide Tier 1 and Tier 2 support in person, by phone, and through the ticketing system, ensuring users receive timely, professional assistance.
• Log, triage, prioritize, resolve, and update incidents and service requests in line with service levels, escalating to internal teams or suppliers where required.
• Support laptops, desktops, mobile devices, printers, scanners, peripherals, meeting room technology, Wi-Fi, and VPN connectivity.
• Deploy equipment, including operating system setup, application installation, endpoint enrolment, and replacement device preparation.
• Administer joiner, mover, and leaver processes, including user accounts, permissions, mailbox access, MFA/password support, equipment provisioning, and secure returns.
• Support core business platforms, including productivity and collaboration tools, telephony/contact center systems, remote support tools, and endpoint management platforms.
• Assist with basic network and infrastructure tasks, including patching checks, cabling, desk moves, office technology setup, firewall and VPN checks, and liaison with network teams.
• Maintain accurate documentation, asset records, license information, knowledge base articles, support notes, and standard operating procedures.
• Follow agreed security, data protection, change management, and health and safety processes, including reporting and escalation of suspected security incidents.
• Contribute to IT projects, technology rollouts, and continuous improvement activity across both UK sites.
• Work fully on-site across our two UK locations and support planned weekend work, occasional adjusted hours, incident support, and office moves or maintenance activities.

Technologies

• Firewall
• Support
• LAN
• Microsoft 365
• Mobile
• Network
• Security
• VPN
• Windows
• Office 365
• ITIL

More

We are Masters of Mindset LTD., a global sales management company specialising in building high-performance sales teams for large corporate clients around the world. Due to our rapid growth, we are expanding our IT support function at our HQ in Uxbridge, North-West London. This is a fully office-based, full-time Helpdesk Specialist role working 5pm to 1am, Monday to Friday, with one Saturday shift per month. We offer a salary of £35,000 to £38,000 per year, along with company events, a company pension, and a referral programme. The role is based in person at our Uxbridge office and involves working across two nearby UK sites.

last updated 31 week of 2026