Help Desk Specialist

Are you passionate about providing exceptional IT support? Our client, a global leader in the pharmaceutical industry, is seeking a Help Desk Specialist to join their IT team in Milton Keynes. This role offers a fantastic opportunity to showcase your technical expertise, problem-solving skills, and customer service abilities while contributing to the success of a world-renowned organisation.

About the role

The Help Desk Specialist will provide second-level support for our client's software and hardware systems. Your primary goal is to ensure smooth operations by diagnosing and resolving technical issues efficiently, while upholding the company's commitment to customer satisfaction.

This role involves troubleshooting, delivering technical training, documenting solutions, and offering proactive recommendations for system improvements. You’ll collaborate closely with internal and external customers, helping them navigate complex technical challenges and meet their operational needs.

Responsibilities

• Deliver high-quality service to internal and external customers, reflecting core values.
• Respond promptly to support requests via phone, email, and in-person interactions.
• Log, track, and prioritise calls in the designated system, escalating as necessary.
• Analyse support trends, creating documentation to address recurring issues and notify management of any unusual patterns.
• Provide updates on issue resolution efforts during daily/weekly meetings.
• Recommend system and procedural improvements, including documentation and training enhancements.
• Access and utilise resources such as FAQs, knowledge bases, and software updates to resolve customer issues effectively.
• Collaborate with teams to design and implement effective support solutions.
• Participate in testing new products to ensure operational integrity and functionality.

Qualifications and requirements

• Minimum of 3 years’ experience in a technical support environment.
• Proficiency in diagnosing and analysing software and IS applications.
• Strong computer literacy, particularly in Microsoft Office, database applications, and internet protocols.
• Excellent verbal and written communication skills, with a focus on customer service.
• Ability to multitask and maintain a positive, proactive attitude.
• Demonstrated networking skills and the ability to foster strong relationships.