Helpdesk Operator at Royal Terberg Group in Location, WV

Summary: Royal Terberg Group is seeking a Helpdesk Operator to join their IT team in Warwick. The role involves delivering first-class first-line support to keep colleagues connected and productive, managing service desk tickets, and maintaining IT systems. Responsibilities: - Provide first‑line IT support, managing and resolving service desk tickets with a clear focus on user experience and timely resolution - Support and maintain desktops, laptops, network‑connected devices, and core business systems - Log, prioritise, progress, and document incidents and requests accurately within the service desk - Work with third‑party suppliers and escalate to 2nd/3rd line support when required - Install, configure, and maintain hardware and software in line with IT standards and procedures - Create and maintain IT documentation and user training materials, helping colleagues get the most from their technology - Support IT projects and administration tasks as needed, including on‑site support across Warwick locations Required Qualifications: - Experience in a service desk or first‑line IT support role, with strong knowledge of Microsoft desktop operating systems and applications - Confident troubleshooting skills, with the ability to prioritise, multitask, and resolve issues efficiently - Excellent communication skills, particularly over the phone, with a friendly and professional approach - Experience creating or maintaining IT documentation and delivering user guidance or training - A proactive, self‑motivated attitude with a genuine desire to help others - IT‑related qualifications or equivalent experience (ITIL, Microsoft certifications, ServiceNow or Intune experience are desirable) - Flexibility to travel between local sites and work occasional out‑of‑hours or overtime when required Required Skills: Microsoft desktop operating systems, Microsoft applications, IT support, Service desk ticket management, Troubleshooting, IT documentation, User training, ITIL, Microsoft certifications, ServiceNow, Intune Benefits: 25 days holiday plus Bank Holidays: this is based on a 5 day working week (pro rata to 20 days plus Bank Holidays for a 4 day working week), Enhanced Pension Scheme and DIS Benefit: The company contributes 5% of total salary into our pension scheme, and 5x basic salary Death In Service., Employee Assistance Programme: Access a 24-hour helpline for support with life's challenges, including stress & anxiety, bereavement, relationship advice, tenancy & housing concerns, counselling, financial wellbeing, legal information, substance issues, family matters, childcare support, medical information, and consumer issues., Health Shield Medical Cash Plan: All employees receive membership to a company-funded medical cash plan. This scheme allows you to claim cash back for medical expenses, including prescriptions, dental, optical, physiotherapy, specialist consultations, X-rays, and MRI scans., GP Anytime: Enjoy access to GP services anytime with our online 24/7 appointment service, featuring on-demand appointments, unlimited consultations, no capped appointment times, and convenient prescriptions., Training and Development: We offer mandatory equipment training, a Management Development Programme, and opportunities to upskill through apprenticeships., Cycle to Work Scheme: Save on commuting costs and stay healthy with our cycle to work scheme., Care Concierge: Get help navigating the care system with access to a team of dedicated care experts., Occupational Health Support and Health Surveillance: Ensure your well-being with our comprehensive occupational health support., My Benefits Platform: Enjoy discounts from high street retailers, health & wellness services, entertainment & days out, and home & DIY products., Independent Free Mortgage Advice: Receive free, independent advice on mortgages to help you make informed decisions.