Junior Helpdesk Assistant

Redrow Group Services
Number of positions for this role
Ewloe, Flintshire

The Help Desk team works with the Technical Support and Software Support teams to deliver an efficient and cost effective IT service to the Redrow group of companies.
The responsibilities of the team include logging new and tracking existing IT incidents to conclusion using our Help Desk database, resolving minor IT issues, answering and tackling all telephone calls into the Technical support and Help Desk teams, supply of stock consumables, administration of user accounts, application and user security audits.
The post holder will be heavily involved with day-to-day Help Desk activities including resolution of minor IT problems, answering and distributing telephone calls to members of the Technical support team and administration of user accounts in accordance with departmental procedures.

Key Responsibilities


  • Log IT related queries onto the Help Desk database, providing the customer with reference and priority details.

  • Prioritise Help Desk incidents depending upon business urgency.

  • Resolve problems at 1st line where possible.

  • Escalate issues to 2nd line support – Technical & Software support teams.

  • Keep customer informed of incident progress at regular intervals.

  • Manage customer expectations.

  • Review logged incidents regularly, escalating matters accordingly.

  • Update Help Desk incident information to maintain topicality at all times.

  • Provide general (but limited) assistance to users in using internal systems and 3rd party supplied software packages (but not training).

Job Description
Closing Date