About Company
Solution X IT Services Ltd is a dynamic and rapidly growing IT services provider based in the heart of Cheadle Hulme. For over a decade, we’ve been the trusted technology partner for small to medium-sized businesses across Greater Manchester and beyond, delivering robust, innovative, and reliable IT solutions. Our mission is to empower businesses with seamless technology experiences, ensuring their operations run smoothly and securely. We pride ourselves on our proactive approach, exceptional customer service, and a friendly, supportive team culture. Join us and be part of a company that values expertise, initiative, and dedication to client success.
Job Description
Are you a problem-solver with a passion for technology and a knack for helping people? Solution X IT Services Ltd is seeking an enthusiastic and dedicated Help Desk Operator to join our bustling Tech Department in Cheadle Hulme. In this vital role, you will be the first point of contact for our clients, providing essential technical support and guidance to ensure their IT systems operate flawlessly. You’ll work within a vibrant team, troubleshooting a wide range of technical issues, from software glitches and network connectivity problems to hardware malfunctions and user account management. This is an excellent opportunity for someone with foundational IT knowledge and a strong desire to grow their career in technical support. We are looking for an individual who is not only technically proficient but also possesses outstanding communication skills, patience, and a genuine commitment to customer satisfaction. You’ll have the chance to learn new technologies, develop your diagnostic skills, and contribute directly to the operational efficiency of our diverse client base. If you thrive in a fast-paced environment and are eager to make a tangible impact, we encourage you to apply and become a valued member of the Solution X family.
Key Responsibilities
- Provide first-line technical support to clients via phone, email, and remote access tools.
- Log, prioritise, and manage all support requests using our ticketing system, ensuring timely resolution.
- Diagnose and resolve common hardware, software, and network issues, including Windows operating systems, Microsoft 365 applications, and various business software.
- Assist users with account setups, password resets, and access permissions.
- Escalate complex technical issues to second-line support or specialist teams when necessary.
- Maintain clear and concise documentation of all support interactions and resolutions.
- Educate users on best practices for IT security and system usage.
- Participate in ongoing training and development to stay updated with new technologies and support processes.
- Contribute to the continuous improvement of our help desk services and knowledge base.
Required Skills
- Minimum of 1 year experience in an IT support or help desk role.
- Proficiency in Windows operating systems (Windows 10/11).
- Familiarity with Microsoft 365 applications (Outlook, Word, Excel, Teams).
- Basic understanding of network concepts (TCP/IP, DNS, VPN).
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Customer-focused attitude with a commitment to service excellence.
Preferred Qualifications
- Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Fundamentals).
- Experience with remote desktop software (e.g., TeamViewer, AnyDesk).
- Knowledge of ITIL frameworks.
- Experience with an IT ticketing system (e.g., Zendesk, ConnectWise).
- A levels or equivalent vocational qualification in a technology-related field.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- 25 days annual leave plus bank holidays.
- Opportunities for professional development and industry certifications.
- Supportive and collaborative team environment.
- Modern office facilities in Cheadle Hulme.
- Company pension scheme.
- Regular social events and team building activities.
How to Apply
If you are ready to take on this exciting challenge and contribute to a leading IT service provider, please click on the application link below to submit your CV and a covering letter outlining your relevant experience and why you are a great fit for Solution X IT Services Ltd. We look forward to hearing from you!