IT Helpdesk Assistant

About the role

We are looking for a proactive IT Helpdesk Assistant to join the Department of Physics’ IT Services team at the University of Cambridge. The role provides first‑line support for both IT and audiovisual (AV) needs, ensuring researchers, staff and students have reliable technical tools.

Key responsibilities

• Act as the primary contact for the IT Help Desk, log and monitor incidents, and resolve or escalate them in line with Service Level Agreements.
• Provide on‑site AV support for lectures and events, meeting speakers beforehand and troubleshooting issues during presentations.
• Install, configure and de‑commission hardware and software, performing tests and maintaining accurate documentation.
• Investigate system faults, apply agreed remedies and contribute to knowledge‑base articles and support documentation.

Required profile

• Service‑oriented team player with a proactive attitude and strong problem‑solving mindset.
• Proven record of delivering high‑quality customer service and effective communication.
• Experience in a customer‑centric environment and ability to explain technical information clearly.
• Curiosity and willingness to learn new technologies and improve service delivery.

Required skills

• Windows operating system
• PC hardware
• Microsoft Office suite
• MacOS (or strong interest)
• Microsoft Teams
• Audiovisual technologies

What we offer

• Opportunity to work in a world‑class academic environment within a newly built research facility.
• Professional development and exposure to a range of IT and AV technologies.
• Supportive team culture focused on service excellence.