Helpdesk Assistant Manager

We have an exciting opportunity for an Assistant Helpdesk Manager to join this highly skilled team in Redhill, Surrey. You’ll be able to carve your own career path, taking advantage of the wealth of experience and incredible knowledge of our team.

Awaiting you is a generous salary of up to £32k per annum and an excellent benefits package - that includes increasing holiday allowance; private healthcare; companywide learning and development; and much, much more!

Assistant Helpdesk Manager

Salary: £28,000 - £32,000 per year
Location: Redhill, Surrey, RH1 2NL

Schedule: Full time, Permanent

nTrust is a UK-based IT Managed Service Provider with a commitment to becoming the #1 IT MSP for SMEs in the UK, keeping our clients at the forefront of modern technology whilst delivering exceptional customer service. Our wide selection of services includes IT support, cybersecurity, cloud solutions, and more, all geared towards helping clients achieve their goals and grow their businesses.

Benefits:

At nTrust, we value our people and their ambitions enormously. You’ll be supported with your professional development through our companywide learning and development program. The only person who limits how far you go is you!

If you think you’re a good fit for this role, we’d love to hear from you. You can expect to receive the following perks:

• Companywide learning and development program
• Private healthcare after successful completion of your probation
• 22 days holiday plus bank holidays, rising to 28 days with length of service
• Salary sacrifice schemes for electric vehicles and bicycles
• Enhanced parental leave
• Rewards and recognition for years of service
• Free parking

About the role:

As Assistant Helpdesk Manager, you'll ensure smooth helpdesk operations, providing top-tier technical support and assisting the Manager. Responsibilities include triaging tickets, managing team tasks, and maintaining high customer satisfaction.

Responsibilities:

Support Desk:

• Respond promptly and professionally to helpdesk inquiries
• Diagnose and resolve technical issues for end-users
• Prioritise and categorise incoming tickets, escalating when necessary
• Ensure accurate ticket logging and comprehensive documentation

Helpdesk Management Support:

• Collaborate with the Manager to oversee daily operations
• Mentor and support team members, acting as Manager in their absence
• Handle team-related issues and contribute to process improvements
• Act as an escalation point and attend management meetings when necessary

Skills and Attributes:

• Customer-focused with strong IT troubleshooting skills
• Problem-solving mindset and proactive in process improvements
• Effective communicator with leadership qualities
• Highly motivated, organised, and detail-orientated
• Comfortable working under pressure and making decisions

Experience:

Essential:

• Proven technical support experience in an IT helpdesk environment
• Strong knowledge of operating systems, hardware, and software
• Excellent communication skills and leadership qualities
• Familiarity with helpdesk ticketing systems and M365 products
• CompTIA A+ certification or equivalent

Beneficial:

• Experience in team leadership and managing VoIP solutions
• Level 4 IT Apprenticeship or equivalent
• Additional certifications such as CompTIA Network+, Security+, or Microsoft 365 Certified

About nTrust:

Our talented team of 17 are proud of the exemplary track record we’ve built, delivering cost effective and innovative solutions to over 150 clients covering a wide range of sectors. Most of our clients are on a retained basis, for which we become their IT department and manage all aspects of their IT infrastructure. Size wise, we work with single-person businesses, companies with 500 staff and 10 offices, and corporates.

A 97% client retention rate speaks volumes and we seek to add value at every opportunity by focusing on quality, embracing change and continuously reflecting on and improving the service we provide. We recently migrated to Autotask PSA to support our growth ambitions and see this tool as a critical part of building efficiency all the way through our service delivery.

How to apply for the role:

If you have the skills and experience required for this position, click “apply” today and check your inbox for an email providing more information on how to tailor your application and provide a cover letter or any supporting documents.

You must be authorised to work in the UK. No agencies please.

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