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
FTC: 12-month Fixed-Term Contract (FTC), with a genuine route to permanent for the right person
About the Role
Our client is an established global software business with a 12-person technical services team based in their Windsor office, looking after around 1,200 users spread across their international offices. This is the internal corporate IT side of the house, the people who keep the business itself running day to day, not customer-facing product support.
You will be the first port of call for IT incidents and service requests across the business, working first and second line on a standard Microsoft estate: Windows 11, Active Directory, Microsoft 365, Dell laptops and MacBooks, all logged and tracked through ServiceNow. Most users sit in the Windsor office itself, and when nothing is pressing locally you will pick up work for the other international offices. There is a lot of walk-up, desk-side work: going over to someone's desk, building laptops, running inductions for new starters.
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Non-Negotiables
- Strong customer service and clear communication, in person and over the phone
- First and second line help desk or service desk experience
- Active Directory (user administration)
- Microsoft 365 (support and administration)
- Windows 11 (end-user support)
What You'll Work With
- ServiceNow (ticket logging, tracking and updates)
- Dell laptops and MacBooks (builds and support)
- New starter inductions and onboarding
- Asset reclamation and day-to-day asset management
- Backups and tape management
- Meeting room AV
Nice to Haves
- ITIL Foundation certification
- VMware (provisioning and building virtual machines)
- CompTIA A+ or equivalent entry-level certification
- Additional languages
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Why Join
This is a classic, broad help desk role on a clean, fully up to date Microsoft estate. The business runs the latest stack, so you will not be propping up tired old versions of anything. You also will not be wrestling with networking, servers or storage: specialists in the team own all of that, so your focus stays squarely on end users and getting them working again.
The real draw sits beyond the contract itself. The team is rebuilding, and there is honest intent to move the right people onto permanent headcount once it frees up.
One thing to know up front: there is a short technical assessment as part of the process. It is pitched at the right level for a frontline role, and I'll brief you fully on what to expect before you sit it.
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