Helpdesk Assistant

CHAP Group are looking for a motivated and customer-focused Helpdesk Assistant to join our team on a temporary 6 month contract.

The Helpdesk Assistant provides first‑line technical and administrative support. The role focuses on resolving routine IT issues, maintaining accurate records, and ensuring a smooth flow of information between users and the wider IT team.

Key Tasks:

• Serve as the first point of contact for technical queries via phone, email, or ticketing system; troubleshoot common hardware, software, and network issues.
• Prioritise, and track support requests; escalate complex issues to senior technicians when required.
• Assist with account creation, password resets, permissions updates, and routine system checks.
• Prepare and configure laptops, desktops, mobile devices, and peripherals for new or existing users.
• Coordinate and assist with office moves, including setting up workstations, reconnecting IT equipment, and ensuring users are fully operational in their new locations.
• Provide clear, friendly, and patient communication to users with varying levels of technical confidence.
• Support routine updates, patching, and basic system monitoring under supervision.
• Support, troubleshoot, and maintain Windows operating systems and Windows Server environments, including user account administration, permissions, updates, and basic server‑side tasks.

Essential Criteria:

• Familiarity with Windows and Microsoft 365, common business applications, and basic networking concepts.
• Demonstrates strong analytical thinking, the ability to troubleshoot independently, think creatively to resolve technical issues, and proactively identify solutions without constant supervision.
• Ability to diagnose straightforward issues and follow structured troubleshooting steps.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks, prioritise effectively, and maintain accurate records.
• Comfortable collaborating with colleagues and escalating issues appropriately.