Technical Services Helpdesk Specialist

Technical Services Helpdesk Specialist

Location - Windsor UK

Type of Work - Office

Role Overview

The Help Desk Specialist provides first-line technical support and service desk functions. This role serves as the initial point of contact for service requests ensuring issues are accurately logged categorized prioritized and resolved within defined service level agreements (SLAs).

The Help Desk Specialist is responsible for diagnosing and resolving common hardware software and access-related issues escalating more complex incidents as appropriate and maintaining clear thorough documentation. This role contributes to service continuity process consistency and customer satisfaction by adhering to established procedures supporting knowledge base maintenance and participating in service improvement initiatives.

Key Responsibilities

• Serve as the primary point of contact for all IT incidents and service requests providing timely professional and customer-focused support.
• Receive and respond to user requests through multiple channels including the ServiceNow portal phone and email ensuring consistent service across all intake methods.
• Actively monitor and respond to IT support phone lines during business hours ensuring calls are answered promptly and handled in accordance with service standards.
• Log categorize prioritize and manage support tickets in accordance with established ITIL processes and service level agreements (SLAs).
• Diagnose and resolve routine technical issues related to end-user hardware operating systems standard applications and systems access.
• Perform initial troubleshooting and resolution for common incidents including password resets software errors peripheral issues and basic connectivity problems.
• Escalate unresolved or complex incidents to appropriate Tier 2 or specialized support teams ensuring complete and accurate documentation for effective handoff.
• Monitor ticket queues and assigned work to ensure timely resolution and adherence to response and resolution targets.
• Communicate clearly and professionally with end users regarding issue status resolution steps and expected timelines.
• Follow documented standard operating procedures (SOPs) and contribute to the creation and maintenance of knowledge base articles and support documentation.
• Participate in daily operational activities such as ticket reviews handoffs and service desk coordination to ensure continuity of support.
• Support change and release activities by following established procedures and maintaining awareness of scheduled system updates.
• Identify recurring issues and potential service improvements escalating trends and recommendations to management as appropriate.
• Adhere to organizational policies related to security data protection and acceptable use of IT resources

Skills

• Strong customer service and communication skills with the ability to interact professionally with users at all levels of the organization.
• Working knowledge of IT service management principles and incident management processes (ITIL familiarity preferred).
• Ability to troubleshoot and resolve common hardware software and access-related issues in a timely and methodical manner.
• Proficiency in using IT service management tools (e.g. ServiceNow or similar ticketing systems) to log track and update incidents and service requests.
• Ability to manage multiple support requests simultaneously while maintaining accuracy and attention to detail.
• Strong organizational and time-management skills with the ability to prioritize work in a fast-paced service-driven environment.
• Clear written and verbal communication skills for documenting incidents providing user updates and contributing to knowledge base articles.
• Ability to follow established standard operating procedures (SOPs) and adhere to service level agreements (SLAs).
• Basic understanding of enterprise IT environments including operating systems standard business applications and endpoint devices.
• Ability to work effectively both independently and as part of a collaborative team.
• Professional judgment and discretion when handling sensitive information and user data

Experience/Qualifications

• 4 Year degree preferred.
• Associates degree or coursework in Information Technology Computer Science or a related field preferred; equivalent work experience may be considered.
• ITIL Foundation certification preferred or willingness to obtain within a specified timeframe.
• Entry-level technical certifications such as CompTIA A or equivalent are preferred.
• Ongoing participation in relevant technical training or professional development encouraged
• Desirable - Knowledge of prompt engineering generative AI tools and automation platforms used in IT operations and customer support environments
• Awareness of emerging AI technologies and their potential application within IT service management and end-user support environments

About InterSystems

InterSystems a creative data technology provider delivers a unified foundation for next-generation applications for healthcare finance manufacturing and supply chain customers in more than 80 countries. Our data platforms solve interoperability speed and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978 InterSystems is committed to excellence through its 247 support for customers and partners around the world. Privately held and headquartered in Boston Massachusetts InterSystems has 38 offices in 28 countries worldwide. For more information please visit.

AI Disclaimer

InterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g. organizing candidate information). InterSystems approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.

Candidates may use AI for CV or interview preparation provided materials are truthful and reflect their own experience. AI tools and third-party transcription services must not be used during interviews or assessments.