Help Desk Technician

Description

As a Help Desk Analyst you will be the friendly, knowledgeable first point of contact for the team’s technical needs, based in our London, UK office. You will keep the business running smoothly by responding to user inquiries, diagnosing issues, and delivering practical solutions that minimise downtime.

In this role you will provide technical support through our internal ticketing system, in‑person, phone, email and remote tools, while logging and tracking tickets accurately. You will also install, configure and maintain workstations, mobile devices, printers and audio‑visual equipment for meeting rooms and off‑site presentations, and manage user accounts and permissions in Active Directory.

• Provide technical support via ticketing system, phone, email and remote tools.
• Diagnose and resolve hardware, software, network and system issues within SLA.
• Log, track and document support tickets accurately.
• Escalate incidents to vendors or senior management when required.
• Install, configure and maintain workstations, mobile devices, printers and peripherals.
• Set up and maintain meeting‑room and off‑site audio‑visual equipment.
• Manage user accounts, permissions and access rights in Active Directory.
• Deploy and maintain software applications and updates.
• Collaborate with other teams to resolve recurring technical issues.
• Conduct hardware and software inventory management and asset tracking.
• Assist with internal or external audits as needed.
• Contribute to IT documentation, knowledge‑base articles and user guides.
• Stay updated on technology trends and recommend improvements.

Requirements

The ideal candidate has at least four years of experience in a help‑desk or system‑administration environment, strong knowledge of Windows and macOS, Microsoft Office, and basic networking concepts such as TCP/IP, DNS, DHCP and VPN. Excellent troubleshooting, communication and time‑management skills, a proactive attitude and relevant certifications (e.g., CompTIA A+, MCP) are essential.

• Minimum 4 years of help‑desk, system‑admin or customer‑service experience.
• Proficient with Windows and Mac operating systems and Microsoft Office Suite.
• Familiar with Active Directory and basic TCP/IP, DNS, DHCP, VPN concepts.
• Strong troubleshooting, problem‑solving and communication skills.
• Ability to work independently and collaboratively in a team environment.
• Proactive, self‑motivated attitude with strong time‑management abilities.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) a plus.

Benefits

MRI offers a range of perks including employee‑led resource groups, private medical insurance, a competitive pension scheme, generous parental‑leave benefits and 25 days of annual leave plus bank holidays and 15 flexi‑hours. Additional benefits include income protection, tuition reimbursement, two weeks of remote work anywhere in the world, extra flex time, paid volunteer hours and a rewarding employee referral programme.

• Private medical insurance and health cash plan.
• Competitive personal pension scheme.
• Generous parental‑leave program and support.
• 25 days annual leave + bank holidays + 15 flexi‑hours.
• Income protection plans.
• Tuition reimbursement for professional development.
• Two weeks of remote work from anywhere in the world per year.
• Additional 16 hours of flex time and paid volunteer hours.
• Employee referral scheme with rewards.

Training + Development

Interview process

Visa Sponsorship

Security clearance