Job description

We are Masters of Mindset LTD., and we are a global sales management company that specialises in building hire performance sales teams for large corporate global clients around the world.

With a rapid growth plan in place and our operations ever expanding, we now call upon someone experienced in IT support to join our team at our HQ in Uxbridge, North-West London.

The Helpdesk Specialist will provide hands-on Tier 1 and Tier 2 technical support to colleagues across the UK office, working across two nearby sites. The role is fully office-based, covering night-to-night helpdesk, desktop, application, network, and telephone support while maintaining strong assets, documentation, and security standards.

The post holder will work closely with local operations, global IT teams, and approved third-party suppliers to keep users productive, resolve issues quickly, and support small technology rollouts, office moves, and continuous service improvement.

Hours: 5pm – 1am (Mon-Fri and 1 Sat a month)

Job Type: Full-time

Strictly office based.

Salary: £35,000.00 per year

Responsibilities:

• Provide Tier 1 and Tier 2 support in person, by phone, and through the ticketing system, ensuring users receive timely, professional assistance.
• Log, triage, prioritize, resolve, and update incidents and service requests in line with service levels, escalating to internal teams or suppliers where required.
• Support laptops, desktops, mobile devices, printers, scanners, peripherals, meeting room technology, Wi-Fi, and VPN connectivity.
• Deploy equipment, including operating system setup, application installation, endpoint enrolment, and replacement device preparation.
• Administer joiner, mover, and leaver processes, including user accounts, permissions, mailbox access, MFA/password support, equipment provisioning, and secure returns.
• Support core business platforms, including productivity/collaboration tools, telephony/contact center systems, remote support tools, and endpoint management platforms.
• Assist with basic network and infrastructure tasks, including patching checks, cabling, desk moves, office technology setup, firewall/VPN checks, and liaison with network teams.
• Maintain accurate documentation, asset records, license information, knowledge base articles, support notes, and standard operating procedures.
• Follow agreed security, data protection, change management, and health and safety processes, including the reporting and escalation of suspected security incidents.
• Contribute to IT projects, technology rollouts, and continuous improvement activity across both UK sites.

Essential Skills and Exeperience:

• Previous experience in an IT help desk, service desk, or desktop support role, covering both first-line and second-line support.
• Strong troubleshooting ability across Windows 10/11 laptops and desktops, standard business applications, printers, and peripherals.
• Working knowledge of Microsoft 365 or equivalent productivity platforms, including email, calendars, collaboration tools, file storage, and user support.
• Experience supporting user accounts, groups, permissions, password resets, and MFA using directory/identity management tools.
• Understanding of networking fundamentals, including LAN, Wi-Fi, DNS, DHCP, VPN, and basic connectivity troubleshooting.
• Experience using ticketing systems and working to service levels, priorities, and clear communication updates.
• Ability to build and deploy end-user devices using imaging, endpoint management, or similar device management processes.
• Confident working independently on site, moving between two nearby locations, and managing competing support priorities.

Desirable experience or ability to learn:

• Exposure to mobile device management, AV/meeting room support, or contact center/telephony platforms.
• Experience with endpoint management, remote monitoring, patch management, remote support tools, or similar platforms.
• Relevant IT qualifications or practical knowledge of ITIL/service management, change control, and common security practices.

Working conditions and physical requirements:

• This is a fully on-site role. The successful candidate must be able to work across both UK sites during the shift as business needs require; hybrid or remote work is not available.
• The role may involve planned weekend work, occasional adjusted hours, participation in incident support, and support for office moves or maintenance activities.
• The role involves hands-on equipment work, including setting up desks, installing monitors, PCs, printers, and network/peripheral equipment.
• The post holder must be able to safely lift, carry, move, or install IT equipment up to 25 kg using appropriate manual handling techniques, assistance, or handling aids where required.
• All work must be carried out safely and professionally in line with company policies, Health and Safety at Work etc. Act 1974, UK data protection requirements, and internal security standards.

Job Type: Full-time

Pay: £35,000.00-£38,000.00 per year

Benefits:

• Company events
• Company pension
• Referral programme

Ability to commute/relocate:

• Uxbridge UB8 1UX: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 2 years (required)
• Customer service: 1 year (preferred)

Work Location: In person