Helpdesk Engineer

Potters Bar, England, United Kingdom

12/16/2024

JSM is a utility service provider specialising in the delivery of integrated power and communications solutions. JSM’s comprehensive service delivers full turn-key solutions, including the design, planning, project management, construction, commissioning and maintenance of infrastructure networks which extend to multi-utility, contestable, civil engineering and highway works. Benefiting from sustainable year-on-year, growth and financial stability.

With over 25 years of experience and strong private equity backing, JSM offers a dynamic environment where you’ll work with prestigious clients on meaningful projects.

Enjoy a culture that values innovation, continuous learning, and career growth, within a company that’s expanding rapidly.

We are seeking a Helpdesk Engineer to join our IT team. As a Helpdesk Engineer, you will play a crucial role in managing and supporting our IT helpdesk operations, ensuring the delivery of high-quality technical assistance to internal users. The ideal candidate will possess strong leadership skills, excellent technical proficiency, and a customer-centric approach to problem-solving.

Technical Support

• Serve as the primary point of contact for escalated technical issues, providing advanced troubleshooting and resolution.
• Collaborate with team members to address complex IT problems, ensuring timely and effective solutions.
  
  

Process Improvement

• Implement and document best practices to enhance efficiency and customer satisfaction.
  
  

User Training

• Conduct training sessions for end-users to promote self-service and prevent common IT issues.
• Create documentation and knowledge base articles to empower users with the information needed for issue resolution.
  
  

Incident Management

• Oversee the incident management process, ensuring incidents are logged, categorized, prioritized, and resolved in a timely manner.
• Conduct post-incident reviews to identify root causes and implement preventative measures.
  
  

 

Qualifications

• Formal qualification in Information Technology, Computer Science, or a related field.
• Over three years of experience in a helpdesk or technical support role.
• Proficiency in helpdesk systems (e.g. Service Now, Fresh Service, Manage IT, etc.)
• Strong communication and interpersonal skills.
• IT certifications such as ITIL, CompTIA+ are a plus.
  
  

JSM Group is a utilities services provider, specialising in the delivery of integrated power and communications solutions. JSM is a high-margin and high-growth organisation, led by its founders for more than 25 years, and now accelerating its expansion with the support of significant private equity investment. The company is currently owned by Private Equity investor TowerBrook.