Information Technology Graduate

Type: Graduate
Region: London

As an IT first line Graduate Engineer, your role typically involves providing initial support for IT-related issues within an organisation. This is often a starting point for many IT professionals, and it can serve as a solid foundation for a career in IT. Here are some key responsibilities, skills, and tips for success in this role:

Job Summary:

We are seeking a motivated and technically proficient IT First Line Graduate Helpdesk Engineer to join our dynamic IT team. The successful candidate will be responsible for providing initial support to end-users, diagnosing and resolving technical issues, and escalating complex problems to higher-level support. This is an excellent opportunity for a recent graduate to gain hands-on experience in a fast-paced IT environment.

Key Responsibilities

Technical Support

Provide first-line technical support to end-users via phone, email, and in-person.

Diagnose and resolve hardware, software, and network issues.

Assist users with password resets, account lockouts, and other common technical problems.

Incident Management

Log all incidents and service requests in the ticketing system.

Ensure all tickets are updated regularly with accurate information.

Escalate unresolved issues to second-line support or relevant teams.

System Maintenance

Perform routine maintenance tasks, such as software updates and patch management.

Set up and configure new computers, software, and peripherals for users.

Assist with maintaining inventory of IT equipment and software licenses.

User Training and Documentation

Provide basic training to end-users on IT systems and applications.

Create and update user guides, FAQs, and technical documentation.

Maintain an up-to-date knowledge base for common issues and resolutions.

Continuous Improvement

Identify opportunities to improve support processes and user satisfaction.

Participate in team meetings and contribute to knowledge-sharing initiatives.

Stay current with emerging technologies and industry best practices.

Key Skills and Qualifications

Education : Bachelor’s degree in Computer Science, Information Technology, or a related field.

Technical Proficiency : Basic knowledge of computer hardware, operating systems (Windows, macOS, Linux), and common software applications.

Problem-Solving Skills : Strong analytical skills and the ability to troubleshoot and resolve technical issues effectively.

Communication Skills : Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Customer Service : Strong customer service orientation and a desire to help others.

Teamwork : Ability to work well in a team-oriented environment.

Organisational Skills : Good organizational skills and the ability to prioritise tasks effectively.

Additional Requirements

Willingness to work flexible hours, including occasional evenings or weekends, as needed.

Ability to handle stressful situations calmly and effectively.

Eagerness to learn and develop new skills.

Benefits

Competitive salary and benefits package.

Opportunities for professional growth and career advancement.

Supportive and collaborative work environment.

Access to ongoing training and development programs.

This job description serves as a general overview of the duties and responsibilities associated with the IT First Line Graduate Helpdesk Engineer role. The specific tasks and requirements may vary depending on the needs of the organisation.