IT Helpdesk Engineer

Hermes is recruiting a Helpdesk Support Analyst – 2nd Line to join our small, hands-on London IT team, supporting approximately 500 users across 9 stores and 3 office locations. This is an 18-month FTC based full time in our Mayfair head office. 

This is a varied 2nd-line role covering end-user support, troubleshooting, user onboarding/offboarding, device deployment and IT asset management. The role is primarily office-based, with travel to London stores typically once or twice a week and occasional travel outside London.

The successful candidate will be someone who combines solid 2nd-line technical experience with an excellent user-service approach. Our users are at the centre of what we do, so building good relationships and providing responsive, professional support are fundamental to the role.

A key requirement is full ownership. You will take responsibility for issues from initial contact through to resolution, keep users informed and ensure problems continue to progress rather than simply being passed between teams.

Key Responsibilities

• Provide 1^st and  2^nd-line support by telephone, remote access and face-to-face, diagnosing and resolving hardware, software, connectivity and user-access issues.
• Take full ownership of incidents and requests, keeping users informed and proactively managing expectations.
• Assess urgency and business impact, prioritising your workload appropriately while working with the IT Manager to balance team workload.
• Escalate issues only after reasonable investigation, providing a clear and useful handover where required.
• Manage IT onboarding and offboarding, including user accounts/access, equipment preparation and collection.
• Configure and deploy laptops, iPhones, printers and other end-user equipment, including MDM enrolment.
• Support device refresh and lifecycle programmes and maintain accurate ITSM, asset and CMDB records.
• Contribute to team knowledge articles and “how to” documentation.
• Support end-user projects and occasional infrastructure projects, including store openings and moves.
• Identify and report security concerns, including phishing and suspicious activity.
• Assist the IT Manager with service improvements and follow company and wider group IT standards and processes.

Technical Experience

Demonstrated 2nd-line support experience with good practical knowledge of:

• Windows 11
• Microsoft 365 
• Active Directory 
• TCP/IP & Wi-Fi 
• iPhone & MDM 
• Hardware/software troubleshooting 
• ITSM/ticketing 
• IT asset management 
• General IT security awareness
• Practical experience, sound judgement and demonstrated technical capability are important.

About You

• Capable of resolving a broad range of 2nd-line issues without unnecessary escalation.
• Strong user-first approach and be comfortable providing face-to-face support and building positive relationships.
• Responsive, reliable and accurate, particularly when dealing with user administration, access and equipment.
• Excellent verbal and written communication skills and a methodical approach to troubleshooting.
• Able to assess urgency and business impact and make sensible decisions about priorities.
• Genuine ownership of problems rather than simply processing tickets.
• Have a proactive “can-do” attitude and be comfortable identifying what needs to be done without always waiting for instruction.
• Work well as part of a small, collaborative team.

The Team

The London IT function is a small, hands-on team supporting the local business as part of a wider global organisation. Individual responsibility, initiative and teamwork are equally important.

We are looking for someone who can be trusted to work independently, make sound decisions and carry out their work accurately, while providing an excellent experience for our users.

Please note: You must already have the right to work in the UK allowing you to work full time for the entire duration of employment, as unfortunately we are unable to offer visa sponsorship for this position.

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