Information Systems Support Specialist providing technical support leveraging SaaS applications at HHS. Focused on troubleshooting and delivering exceptional customer service in a hybrid work environment.
About the role
- Technical Helpdesk Analyst providing first-line IT support for Space NK in the West London Distribution Centre. Responsible for resolving technical issues and assisting end users with applications and network services.
Responsibilities
- Act as the first point of contact for IT support queries via phone, email, and ticketing systems
- Diagnose, troubleshoot, and resolve issues relating to End user computing (Windows devices, laptops, desktops, printers, peripherals)
- Point of Sale (POS) hardware
- Core business applications and Microsoft 365
- Basic network connectivity issues (LAN, Wi-Fi)
- Log, track, prioritise, and manage incidents and service requests in line with SLAs
- Escalate complex or unresolved issues to 2nd/3rd line support teams where appropriate
- Provide clear and timely communication to users on issue progress and resolution
- Maintain accurate technical documentation and knowledge base articles
- Support system setups, user onboarding/offboarding, and standard hardware/software deployments
- Ensure a consistently high level of customer satisfaction and professionalism
Requirements
- Strong customer service mindset with excellent verbal and written communication skills
- Logical problem-solving ability and attention to detail
- Basic understanding of IT support environments
- Basic understanding of IT security practices
- Ability to work independently as well as part of a team
- Willingness to work a rotating 5-in-7 schedule, including weekends
- End user computing support (Windows OS, user profiles, hardware troubleshooting)
- Application support (Microsoft 365, email, collaboration tools)
- Basic networking knowledge (IP addressing, connectivity, Wi-Fi troubleshooting)
Benefits
- Employee discounts
- Work-life balance support
- Professional growth opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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