IT Helpdesk & Scripting

IT Helpdesk & Scripting Specialist

Department - IT Support / Infrastructure

Reports to - IT Operations Manager

Location - Site / Hybrid / Remote

Employment type - Full-time, Permanent

Role Summary You'll be the first and second line of support for staff, resolving hardware, software, and access issues. You'll also use scripting to automate repetitive tasks, standardise fixes, and reduce ticket volume over time.

Key Responsibilities Helpdesk support

• Log, triage, and resolve incidents and service requests via the ticketing system, within SLA
• Provide support by phone, email, chat, and remote tools
• Set up, configure, and troubleshoot laptops, desktops, mobile devices, and peripherals
• Handle user onboarding and offboarding, including accounts, licences, and equipment
• Manage user accounts, groups, and permissions (Active Directory / Entra ID)
• Escalate complex issues to second or third line with clear documentation
• Provide initial hardware, software and application support on all computing platforms in the hospital, escalating difficult problems as necessary.
• Manage a high volume of calls, take ownership of first line support issues through to closure, and follow all relevant support procedures.
• Document support issues, resolutions and steps taken for future reference.
• Manage account creation, modification and password resets in Active Directory and Office 365 and administer hospital staff on Office 365.
• Install and configure Citrix terminals and PCs around the hospital as required.
• Install and upgrade desktop software for all PCs; maintain and repair hospital computer equipment, printers, hardware and peripherals.
• Support hospital mobile devices used with hospital systems and the Microsoft 365 suite of products.
• Provide internal training on software as required.

Scripting and automation

• Write and maintain PowerShell (and/or Bash/Python) scripts to automate common tasks such as user provisioning, software deployment, reporting, and health checks
• Build self-service tools and runbooks to reduce repeat tickets
• Support endpoint management tools (Intune, SCCM, or similar) with scripted deployments and remediations
• Keep scripts in version control with documentation and sensible error handling
• Identify recurring issues from ticket data and automate fixes

Essential Skills And Experience

• 1-3 years in an IT helpdesk or desktop support role
• Solid knowledge of Windows 10/11, Microsoft 365, and Active Directory
• Practical scripting experience, ideally PowerShell
• Good understanding of networking basics (DNS, DHCP, VPN, Wi-Fi)
• Strong troubleshooting and clear communication skills, including with non-technical users
• Experience with a ticketing system (ServiceNow, Jira Service Management, Freshservice, etc.)
• Formal computing qualification.
• Good knowledge of personal computers, Windows Operating Systems and Microsoft Office 365.
• Must be fluent in the English language.
• Good interpersonal skills and understanding of user needs.
• Customer-facing skills and a passion for providing first-class service to customers.
• Excellent communication skills, both written and verbal.
• The ability to positively influence change and to win the respect of customers is essential.
• Good attention to detail.
• Good problem-solving skills.
• Knowledge of Windows Server 2008/2012/2016, Windows 7/10, Office 365 and Hosted Exchange, antivirus and antispam, and print management.

MATER PRIVATE NETWORK IS AN EQUAL OPPORTUNITIES EMPLOYER