IT Helpdesk Support

Castle Employment

  • Malton, North Yorkshire
  • £32,000-37,000 per year
  • Permanent
  • Full-time
  • 1 month ago
Are you passionate about IT and technology? Do you thrive in dynamic, fast-paced environments where customer service and continuous improvement are central to success?We are looking for a talented IT Helpdesk Support Specialist to join our client's team in Malton. In this role, you'll play a key part in enhancing end-user service, efficiently managing service requests and incidents, and driving impactful business process improvements.If you have experience in 1st or 2nd line support and are ready to take the next step in your IT career, we'd love to hear from you.Key Responsibilities:
  • Spearhead functional changes and improvements to business processes, identifying opportunities for optimisation and enhancement.
  • Collaborate closely with IT teams and third-party providers to troubleshoot and resolve service issues, ensuring timely resolution within service level agreements (SLAs).
  • Manage the incident, problem, and change management processes, incorporating best practices to optimise service delivery and drive continuous improvements.
  • Build and nurture strong working relationships across IT teams to improve end-user productivity, satisfaction, and overall system effectiveness.
  • Champion self-service tools and knowledge-sharing initiatives to empower users, reduce costs, and streamline service delivery.
  • Oversee the full lifecycle of end-user devices, ensuring secure access, licensing compliance, and effective management of assets.
  • Provide out-of-hours support as required, including participation in the on-call rota and responding to incidents both during and outside of standard business hours.
What We're Looking For:
  • A solid foundation in IT with a genuine passion for technology and a continuous improvement mindset.
  • Strong problem-solving abilities, a keen attention to detail, and a professional, methodical approach to work.
  • Excellent communication skills with the ability to manage conflict effectively and a commitment to delivering top-tier customer service.
  • Familiarity with IT service desk tools and industry best practices.
  • Proactive and collaborative attitude.
  • Previous experience in a 1st or 2nd line support role would be highly beneficial.
What You'll Receive:
  • Competitive salary up to £37,000, based on experience.
  • A structured shift pattern between 5:00 am - 5:30 pm, with alternating shifts to provide variety and work-life balance.
  • Participation in the on-call rota every 1 in 8 weeks, with added bonuses and additional earnings for calls answered.
This is a fantastic opportunity for an IT professional who's eager to make a real difference in a collaborative and forward-thinking environment. If you're ready to contribute your skills and grow in a dynamic role, we want to hear from you!

Castle Employment