IT Helpdesk Support Technician

About the role

We are looking for a proactive, customer‑focused IT Helpdesk Support Technician to provide weekend coverage (Friday‑Sunday) for Brown Thomas Arnotts. The role involves delivering first‑ and second‑line support in a fast‑paced retail environment, ensuring continuity of IT services for business users.

Key responsibilities

• Provide first‑line IT support for applications, systems and hardware across the organisation.
• Log, manage and resolve incidents using standard Service Desk procedures and call‑tracking tools.
• Take ownership of service desk requests and meet agreed service‑level targets.
• Support day‑to‑day IT operations in a retail setting, including hardware, mobile devices and business applications.
• Analyse user interactions and service‑desk trends to drive improvements.
• Perform troubleshooting, root‑cause analysis and escalation to second‑line support when required.
• Liaise with internal IT teams and external vendors to resolve technical issues.
• Assist with project‑related IT activities and system roll‑outs.

Required profile

• Knowledge of Microsoft Server and client operating systems.
• Experience with Active Directory user and server administration.
• Strong understanding of Microsoft Office applications and Microsoft Exchange.
• Proven ability to troubleshoot and resolve hardware issues.
• Familiarity with LAN, WAN and wireless technologies.
• Understanding of retail systems and POS environments is an advantage.
• Knowledge of CRM systems and mobile operating systems is preferred.
• Excellent communication, problem‑solving and organisational skills.

Required skills

• Microsoft Server operating systems
• Microsoft client operating systems
• Active Directory administration
• Microsoft Office suite
• Microsoft Exchange
• Hardware troubleshooting
• LAN/WAN/Wireless networking
• Retail POS systems (advantageous)
• CRM systems (preferred)
• Mobile operating systems (preferred)