Description

About the Role

We are seeking a motivated and customer-focused Help Desk Specialist to join our client in Liverpool. This role is responsible for providing second-level support for standard software and hardware across the organisation.

As the first point of escalation for technical issues, you will play a vital role in diagnosing and resolving user problems, delivering excellent service, and ensuring customer satisfaction. You’ll also contribute to technical training, documentation, and system improvements to strengthen the overall IT support function.

Key Responsibilities

• Provide timely and professional support for all internal customers, ensuring service excellence.
• Diagnose, research, and resolve technical issues across hardware, software, and systems.
• Log, track, and manage support tickets, escalating where necessary to maintain service levels.
• Identify recurring issues and create documentation or recommend solutions to prevent reoccurrence.
• Access software updates, knowledge bases, and other resources to resolve issues effectively.
• Support training needs for end-users and contribute to knowledge sharing across the team.
• Recommend improvements to processes, documentation, and training to enhance IT support services.
• Assist in testing new products and solutions to ensure operational readiness.

About You

We are looking for a Help Desk professional with strong technical skills and a passion for customer service.

Essential skills & experience:

• Minimum 3 years’ experience in a technical support environment.
• Strong diagnostic and analytical abilities for software, IS applications, and hardware.
• Excellent computer literacy, particularly with Microsoft applications, databases, and internet protocols.
• Ability to multitask and manage workload with a sense of urgency.
• Excellent communication skills (verbal and written) with strong telephone presence.
• Customer-focused with a service-oriented mindset.
• Strong organisational skills with the ability to follow through on support requests.

Desirable qualifications:

• Technical trade school or engineering degree.
• Training/experience in electro-mechanical, software, or related technical fields.
• Networking skills and experience fostering internal and external working relationships.

Why Join Us?

This is a fantastic opportunity to play a key role in supporting IT operations within a global organisation. You will gain exposure to a wide range of technologies, develop your expertise, and be part of a supportive and professional IT team dedicated to service excellence.

Hours of work – Monday – Friday – 8.30am-5.00pm

Annual Salary – £35k + Benefits

Interested candidates who meet the above criteria please forward CV via link below.