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IT Support Assistant

Job Title: IT Support Assistant

Role Purpose

The IT Support Assistant provides first-line technical support to users across the organisation. The role is responsible for resolving routine IT issues, maintaining IT systems, and supporting the wider IT team in delivering reliable and efficient technology services.

This role also provides an opportunity to develop technical skills across infrastructure and internal systems

Key Responsibilities

1. IT Support

• Act as the first point of contact for IT support queries

• Log, prioritise, and manage support requests in line with agreed procedures

• Resolve first-line technical issues, escalating where necessary

• Perform user account administration, including password resets and access management

• Troubleshoot hardware and software issues

• Support Microsoft 365 applications and standard business systems

• Assist with the setup and support of meeting room technology

• Maintain accurate and up-to-date documentation

2. Hardware and Systems Support

• Assist with the setup, configuration, and maintenance of end-user devices

• Support basic network infrastructure tasks, including cabling and equipment installation

• Assist with the relocation and installation of IT equipment

3. Systems and Development Support

• Provide support to the internal development function with minor system updates

• Assist with report generation and data-related tasks

• Contribute to continuous improvement of internal systems and processes

4. General Responsibilities

• Support IT projects as required

• Assist with user onboarding and basic training

• Ensure compliance with company IT policies and procedures

• Undertake other reasonable duties in line with the scope of the role

Person Specification

Essential

• Degree in a computing-related discipline or equivalent practical experience

• Basic understanding of IT systems and support environments

• Familiarity with Microsoft Windows 11

• Strong problem-solving and organisational skills

• Good communication skills, with the ability to support non-technical users

• Willingness to learn and develop new skills

Desirable

• Experience with Active Directory or user management systems

• Basic knowledge of SQL

• Familiarity with VBA or Python

• Understanding of networking fundamentals (e.g. switches, cabling)

• Proficiency in Microsoft Office applications

Key Competencies

• Customer-focused approach

• Attention to detail

• Ability to prioritise workload

• Team collaboration

• Proactive attitude