Helpdesk Support

IT Support Technician / Service Desk Analyst (3-Month Temporary Contract)

Location: South Shields

Contract: 3-Month Temporary Contract

Salary: Competitive Hourly/Daily Rate + Benefits

Hours: Monday to Friday (rotating shifts), including participation in an on-call rota

The Opportunity

An established organisation is seeking an IT Support Technician to join its internal technology team on an initial 3-month temporary contract. This is an excellent opportunity for an experienced IT support professional who enjoys working in a fast-paced environment, troubleshooting technical issues, and delivering first-class customer service to end users.

Working closely with the IT Manager, you will provide first and second-line support, assist with ongoing IT projects, and ensure colleagues receive prompt and effective technical assistance to minimise disruption to business operations.

Key Responsibilities

• Provide first and second-line IT support to users across the business.
• Log, manage and resolve incidents and service requests through the helpdesk ticketing system.
• Troubleshoot hardware, software, networking and Microsoft 365 issues.
• Take ownership of support tickets from initial contact through to successful resolution.
• Install, configure and maintain desktops, laptops, mobile devices and peripherals.
• Manage IT onboarding and offboarding activities, including hardware deployment, software setup and user permissions.
• Deliver remote, telephone and occasional onsite support where required.
• Monitor and progress outstanding tickets to ensure service levels are maintained.
• Support the IT Manager with project-based activities and technology improvements.
• Maintain accurate records of incidents, requests and IT assets.
• Work with third-party suppliers and escalate complex issues when necessary.
• Participate in the IT helpdesk rota (8am-4pm and 9am-5pm shifts) and provide cover within the on-call support rota.

About You

You'll be a proactive and customer-focused IT professional with a strong technical foundation and a passion for delivering exceptional support.

Essential Skills & Experience

• Previous experience in an IT Support, Service Desk or Helpdesk role.
• Strong knowledge of Windows operating systems, Microsoft 365, Outlook and Office applications.
• Experience using IT ticketing or incident management systems.
• Knowledge of hardware diagnostics, software support, printers, peripherals, wireless technologies and telephony systems.
• Excellent verbal and written communication skills.
• Ability to support users with varying levels of technical knowledge.
• Strong problem-solving and fault-finding skills.
• Excellent organisational skills with the ability to prioritise workload effectively.
• High attention to detail and accurate record-keeping.

Qualifications

• GCSEs (or equivalent) including Maths and English.
• Full UK Driving Licence.

What's on Offer?

• Immediate start available.
• Initial 3-month contract with the potential for extension.
• Exposure to a varied technology environment.
• Opportunity to gain valuable project and infrastructure experience.
• Supportive and collaborative team culture.

This role would suit an IT Support Technician, Service Desk Analyst, IT Coordinator or Helpdesk Engineer looking for their next contract opportunity within a busy and growing organisation.