Help Desk Specialist

About the role

The Help Desk Specialist is the first point of contact for all desktop and infrastructure incidents. You will provide proactive, reliable first‑ and second‑line support while delivering excellent customer service.

Key responsibilities

• Deliver 1st and 2nd line technical support for software and hardware across the desktop environment.
• Create and manage new user accounts and handle desk moves and changes.
• Install, upgrade and support Apple macOS, Windows OS and authorized applications.
• Build, maintain and deploy desktop imaging solutions.
• Produce “how‑to” guides for end‑users and support staff.
• Monitor IT systems proactively and implement preventative measures.
• Enforce IT security policies and follow PC asset management processes.

Required profile

• Proactive, reliable and able to work independently under tight timescales.
• Excellent communication skills.
• Experience in 1st and 2nd line support.
• Good knowledge of Microsoft technologies and Apple hardware/software.
• Understanding of basic networking protocols.
• Experience with desktop imaging, iOS & Android configuration, and ticket handling.

Required skills

• Windows 10
• Office 365
• Apple macOS
• iOS and Android
• Desktop imaging
• Active Directory
• VMware
• File/Print server administration
• Adobe Creative Suite