Role Purpose
The Junior IT Help Desk will provide day-to-day technical assistance to local users, ensuring the smooth functioning of end-user devices and basic IT infrastructure. This role involves troubleshooting hardware and software issues, managing service requests via the ticketing system, and supporting users both remotely and on-site.
The technician will work closely with RS Staff and 3rd parties to resolve incidents efficiently, support hardware and application deployments, and contribute to maintaining accurate IT documentation and inventory.
Responsibilities
This role is focussed on supporting and delivery of technology services to the local Market (Italy).
1. Provide technical support to users (hardware, software, network, and peripheral issues)
2. Troubleshoot and resolve incidents related to Windows operating systems, Microsoft 365, printers, scanners, and other standard business tools
3. Install, configure and maintain end-user devices such as laptops, desktops, and mobile phones
4. Support onboarding and offboarding processes from an IT perspective (equipment setup, account creation, etc.)
5. Manage service requests and incidents through the ticketing system, ensuring timely and effective responses
6. Monitor the status of systems and proactively report any issues or risks
7. Maintain IT documentation, including knowledge base articles, inventory records, and support procedures
8. Collaborate with internal teams and third-party vendors to escalate and resolve more complex issues
9. Keep users informed on the progress of their tickets and provide clear, user-friendly communication
Essential Skills & Experience
10. Excellent verbal and written English language skills
11. Up to 3 years of experience in IT support or similar roles
12. Technical diploma or equivalent education in IT or related fields
13. Good knowledge of Windows 10/11 and Microsoft 365 (Word, Excel, Outlook, Teams)
14. Familiarity with basic networking concepts (TCP/IP, DNS, Wi-Fi)
15. Basic understanding of IT security principles (password hygiene, phishing awareness, data protection)
16. Experience with ticketing systems and support workflows
17. Strong communication skills and a customer-oriented mindset
Desirable Skills & Experience
18. ITIL Foundation
19. Experience of Apple client technologies
About RS Group
Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.
We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.
We are one team. We deliver brilliantly. We do the right thing. We make every day e are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.
Together, we can make great things happen. Aim for amazing and beyond!