IT Helpdesk Technician

Appello is seeking an IT Helpdesk Technician to work 35 hours per week in a hybrid role based in New Milton or Norwich, starting in August 2025. The position offers a salary of £26,610 per annum, plus an on-call bonus. The ideal candidate will have experience in IT support, strong technical skills, and a passion for helping others. Responsibilities include providing first-line support, managing user accounts, and troubleshooting issues. Employees benefit from generous holiday entitlement, discounts, and a pension scheme. Appello is committed to equal opportunities and encourages applicants from diverse backgrounds.

IT HELPDESK TECHNICIAN
Hours: 35 hours per week
Shift pattern: Monday – Friday 09:00-17:00 plus on-call rota 1 week in 5
Salary: £26,610 per annum (£14.62ph) plus on-call bonus pay (£250 per week)
Location: Hybrid – New Milton/Norwich
This role is a UK-based role and any hybrid work must also be within the UK.
Start Date: August 2025
For this role, you need 5mpbs upload and 15mpbs download internet speed
Appello Perks
161 hours holiday rising to 175 hours with length of service (PRO RATA) plus bank holidays.
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
Free on-site parking
Smart Tech Benefit
Cycle to work scheme
ABOUT YOU
You’re a practical, tech-savvy problem solver with a passion for helping others. You’re at your best when responding to support requests, diagnosing IT issues, and keeping end users connected and productive. Whether you’re assisting in person or remotely, your goal is always to provide fast, effective, and friendly service.
You’re organised, calm under pressure, and enjoy working both independently and as part of a dynamic team. You’re also not afraid to get hands-on with hardware, systems, and devices.
KEY ROLE REQUIREMENTS
To succeed in this role, you’ll need:
Previous experience in an IT support/helpdesk role or strong hands-on technical skills
Solid understanding of Microsoft Windows, Office 365, Exchange, and Active Directory
Excellent problem-solving and diagnostic abilities
Strong communication and customer service skills
GCSEs A–C (or equivalent) in English, Maths, IT and Science
Ability to manage multiple tasks and prioritise effectively
Confidence supporting mobile devices (iOS & Android)
A proactive and flexible attitude with strong attention to detail
Self-motivated, team-oriented, and keen to learn and grow
IT or professional qualifications (e.g., Windows, NVQ, BTEC, City & Guilds) are desirable – but not essential if you’ve got the experience and enthusiasm.
THE ROLE
You’ll play a key part in Appello’s IT team, providing first-line helpdesk support across a wide range of IT systems. You’ll respond to service requests via ticketing system, walk-in, or remote access, always aiming to resolve issues quickly and professionally.
Your responsibilities will range from troubleshooting desktop problems and setting up user accounts to supporting mobile devices, updating the IT asset register, and helping field and office-based staff stay connected. You’ll also assist with Telecare equipment configuration and support queries.
YOUR KEY RESPONSIBILITIES WILL INCLUDE:
Creating, disabling, and adjusting user accounts and permissions
Administering Active Directory, Exchange, and internal systems
Providing desktop support for office and remote employees
Managing mobile devices and liaising with telecom providers
Monitoring IT helpdesk tickets and responding promptly
Logging and managing Telecare support cases
Assisting with equipment setup, configuration, and repair
Supporting end-user training, documentation, and device rollouts
Contributing to ad hoc IT projects and continuous service improvement
READY TO APPLY
If you are interested in this role please upload your CV and answer a few questions about yourself
OTHER INFORMATION
This is an exciting time at the Appello group – we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on