Technical Services Helpdesk Specialist

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Description

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 i

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