IT User Support Assistant

IT User Support Assistant | London OR Manchester | Office-Based

📍 Location: London OR Manchester

🏢 Working pattern: Office-based, five days per week, with some flexibility

💼 Function: IT / Service Desk / End-User Support

The opportunity

We’re looking for an enthusiastic and customer-focused IT User Support Assistant to join an established Information Systems team in London.

This is a hands-on role combining Service Desk support with face-to-face technical assistance across the office. You’ll help colleagues resolve day-to-day technology issues, provide support with workplace equipment and ensure laptops and other devices are ready for use.

The role is split broadly equally between Service Desk responsibilities and site-based or remote technical support, making it an excellent opportunity for someone looking to develop their IT support career in a collaborative environment.

What you’ll be doing

• Providing first-line Service Desk support across telephone, ticketing portal and other approved channels.
• Troubleshooting hardware, software, access, connectivity and peripheral issues.
• Recording, managing and progressing incidents and service requests through to resolution or escalation.
• Delivering hands-on support with laptops, meeting room technology and workplace equipment.
• Building, configuring, testing and preparing laptops for new starters and replacement devices.
• Supporting hardware allocation, collection, stock management, asset records and device repairs.
• Completing assigned tasks within the joiner, mover and leaver process.
• Supporting colleagues remotely when required and keeping users informed throughout the resolution process.
• Identifying recurring issues and contributing to knowledge articles and service improvements.
• Working closely with the wider IT team and participating in an on-call rota where required.

What we’re looking for

• Some experience, training or a demonstrable interest in IT support, Service Desk, desktop support or a similar environment.
• Basic knowledge of Windows, laptops, desktop hardware, peripherals and common workplace applications.
• Good troubleshooting skills and a willingness to learn new technologies.
• Strong communication and customer service skills, with the ability to support users with varying levels of technical confidence.
• The ability to manage competing priorities, follow documented processes and escalate issues appropriately.
• A proactive, organised and collaborative approach.

Experience with ServiceNow or another ticketing system, laptop deployment, hardware asset management, ITIL v4 or Microsoft certifications would be advantageous, but is not essential.

Working arrangements

This is an office-based role requiring attendance in the London office five days per week to support colleagues, workplace technology and hardware-related activities. Some flexibility may be available where business needs and responsibilities allow.

Occasional travel to another office and some flexible or extended hours may be required. The role may also involve participation in an on-call rota.

Why consider this opportunity?

You’ll have the opportunity to build your technical knowledge, strengthen your troubleshooting skills and develop your career within a supportive IT team, gaining experience across both Service Desk operations and hands-on workplace technology.

If you’re keen to learn, enjoy helping people and want to build your career in IT support, we’d love to hear from you.