InterSystems
Technical Services Helpdesk Specialist
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Help Desk Specialist – Windsor, UK
Location & Type
- Location: Windsor, UK
- Type of Work: Office-based
Role Overview
The Help Desk Specialist provides first-line technical support and service desk functions as the initial point of contact for all IT-related service requests.
This role ensures issues are:
- Accurately logged
- Categorised and prioritised
- Resolved within defined service level agreements (SLAs)
- Properly documented
The Help Desk Specialist plays a critical role in: ✔ Service continuity ✔ Process consistency ✔ Customer satisfaction
This is achieved by:
- Adhering to established procedures
- Supporting knowledge base maintenance
- Participating in service improvement initiatives
Key Responsibilities
Service Delivery & Incident Management
- Serve as the primary IT support contact for:
- Incidents
- Service requests
- Technical queries
- Respond via ServiceNow portal, phone, and email while maintaining consistency across all channels.
- Provide timely, professional, and customer-focused support to users across the organisation.
Ticket Handling & Escalation Process
- Log, categorise, prioritise, and track support tickets following ITIL processes and SLAs.
- Diagnose and resolve routine technical issues, including:
- Password resets
- Software errors
- Peripheral hardware failures
- Basic connectivity problems
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Escalations & Troubleshooting
- Perform initial troubleshooting and resolve common incidents.
- Escalate unresolved/complex issues to Tier 2 or specialist teams with clear documentation.
- Monitor ticket queues to ensure adherence to response and resolution targets.
Knowledge & Process Support
- Document incidents thoroughly.
- Follow standard operating procedures (SOPs) for consistency.
- Contribute to knowledge base articles and support documentation.
- Support change and release management by observing scheduled updates.
Process Improvement
- Identify reoccurring issues and suggest improvements.
- Escalate trends/recommendations to management as needed.
Skills & Qualifications
Requirements
- Customer service & communication skills – professionally engaging with all user levels.
- ITIL familiarity (certification preferred but not mandatory).
- Ability to troubleshoot hardware, software, and access issues efficiently.
- Proficiency in IT service management tools (e.g., ServiceNow).
- Multitasking & time-management skills – prioritising work in a fast-paced environment.
- Strong written and verbal communication for user updates.
- Basic knowledge of:
- Operating systems
- Standard business applications
- Enterprise IT environments
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Experience/Qualifications Preferred
- 4-year degree (Information Technology, Computer Science, or related field)
- ITIL Foundation Certification (willingness to obtain if not current)
- Entry-level tech certifications (e.g., CompTIA A+)
- Work experience equivalent to degree preferred
Nice-to-Have
- Awareness of generative AI, prompt engineering, and automation tools in IT operations.
- Keen for professional upskilling in emerging technologies.
About InterSystems
InterSystems is a global provider of creative data technology, enabling interoperability, scalability, and speed for customers in healthcare, finance, manufacturing, and supply chain industries across 80+ countries.
As a privately held company (est. 1978), InterSystems operates 38 offices worldwide, with headquarters in Boston, Massachusetts. Known for 24×7 customer support, the company helps businesses unlock the potential of data through innovative platforms.
For more details, visit: InterSystems.com
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