Help Desk Technical Support Specialist

1 day ago

London, Greater London, United Kingdom TriSearch Full time
Job Title: Help Desk Technical Support Specialist About the Role: 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 (based on company policies and infrastructure). * 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. * Contribute to the development and improvement of user-guides, manuals, and training materials. * 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. What We Offer: * A dynamic and supportive work environment. * Opportunities for professional growth and development. * Competitive salary and benefits package. How to Apply: If you are a motivated and customer-focused individual with a passion for technical support, please submit your application, including your resume and a cover letter, to [insert contact information]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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