Technical Services Helpdesk Specialist

As a Technical Services Helpdesk Specialist in Information Technology, the work centres on serving as the primary point of contact for all IT incidents and service requests, providing timely, professional, and customer-focused support. It would suit someone who can bring careful technical judgement and practical problem-solving to the role.

Why this role may suit you

The Help Desk Specialist provides first-line technical support and service desk functions. Process consistency, and customer satisfaction by adhering to established procedures, supporting knowledge base maintenance, and participating in service improvement initiatives.

Technical work involved

Serve as the primary point of contact for all IT incidents and service requests, providing timely, professional, and customer-focused support. Actively monitor and respond to IT support phone lines during business hours, ensuring calls are answered promptly and handled in accordance with service standards. Manage support tickets in accordance with established ITIL processes and service level agreements (SLAs).

Technical skills and experience

• 4 Year degree preferred.
• Equivalent work experience may be considered.
• ITIL Foundation certification preferred or willingness to obtain within a specified timeframe.

Practical information

• Additional detail: Training or development support may be provided.

Job details

• Benefits mentioned: Training