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Help Desk Technical Support Specialist

2 months ago

London, Greater London, United Kingdom TriSearch Full time
Job Title: Help Desk Technical Support Specialist

We are seeking a skilled and customer-focused Help Desk Technical Support Specialist to join our team at TriSearch. As a Help Desk Technical Support Specialist, you will be responsible for providing professional, efficient, and timely technical support to our internal users.

Key Responsibilities:
  • Provide frontline technical assistance and support to employees by phone, email, chat, or in person.
  • Troubleshoot and resolve hardware, software, and network issues promptly and efficiently.
  • Ensure all support requests are accurately documented, tracked, and resolved within defined service level agreements (SLAs).
  • Conduct user training sessions to enhance overall employee understanding of technology tools, applications, and systems.
  • Serve as a subject matter expert, providing guidance and recommendations to promote best practices for software usage and system utilization.
  • Maintain accurate inventory records of hardware, software, and licenses.
  • Assist with the setup and configuration of new workstations, software installations, and system upgrades.
  • Collaborate with the IT team to identify potential areas for improvement in existing systems and processes.
  • Maintain a comprehensive knowledge base, documenting frequently asked questions, known issues, and their resolutions.
  • Communicate important updates, system outages, or service disruptions to internal users proactively.
  • Adhere to company security policies and procedures, ensuring the safeguarding of sensitive information.
  • Monitor and respond to security alerts or incidents, escalating as necessary.
Requirements:
  • Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus.
  • A levels or equivalent; additional technical certifications or relevant education is a plus.
  • Proven experience in providing technical support or help desk assistance in a professional environment.
  • Proficient in troubleshooting common hardware and software issues.
  • Strong knowledge of hardware components, software applications, operating systems, and networking principles.
  • Ability to multitask and work effectively in a fast-paced, team-oriented environment.
  • Excellent communication skills, both verbal and written, with a customer-centric approach.
  • Demonstrated problem-solving skills and ability to adapt to changing technologies.
  • Experience with remote desktop support tools.
  • Familiarity with ITIL processes and knowledge management systems is desirable.
  • Familiarity with networking concepts and protocols.
  • Upholds confidentiality and handles sensitive information with utmost professionalism.