Prism Digital
Help Desk Specialist (1st/2nd Line Support)
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Help Desk Specialist | 1st / 2nd Line Support
Internal IT for a Global Software Company Supporting 1,200+ Users
Salary: £40,000 - £45,000 Location: Windsor (5 days a week, on-site)
About the Role
Our client, a global software business, is recruiting for an established 12-person technical services team based in their Windsor office. They manage an internal corporate IT function supporting approximately 1,200 users across international offices.
This is internal IT support—not customer-facing product support—where you’ll be responsible for day-to-day operations ensuring business continuity through efficient 1st and 2nd line support.
Key Responsibilities
- First and second line support for IT incidents and service requests across an entirely Microsoft stack, including:
- Windows 11
- Active Directory
- Microsoft 365
- Dell laptops and MacBook Airs
- Management of tickets via ServiceNow (logging, tracking, and escalation)
- Walk-up and desk-side support (troubleshooting, laptop deliveries/builds, etc.)
- New staff inductions and onboarding
- Asset management (reclamation, tracking) and basic AV setup for meeting rooms
- Coordination of backups and tape management
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Non-Negotiable Skills & Experience
- Strong customer service (both in-person and over the phone with clear communication)
- First and second line help desk/service desk experience
- Working knowledge of:
- Active Directory (user and group administration)
- Microsoft 365 (support and administration)
- Windows 11 (end-user troubleshooting)
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Preferred Skills (Nice to Haves)
- ITIL Foundation certification
- VMware (VM provisioning and building virtual machines)
- CompTIA A+ or equivalent
- Familiarity with additional languages
What You’ll Gain
- Exposure to a modern Microsoft stack (no outdated systems or legacy tech) with no networking/server/storage focus required.
- A supportive team environment with a path to permanent headcount once contractual positions free up.
- Prefessional assessment in the selection process (clearly outlined in advance).
Note:
This role involves a short technical assessment catered to the responsibilities described. You’ll receive full details prior to taking the test.
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