Job Overview:
We are seeking a reliable and customer-focused Help Desk Support Specialist to provide technical assistance and support to our internal teams and external clients. In this role, you will troubleshoot, diagnose, and resolve hardware and software issues, ensuring smooth and efficient use of technology within the organization. You will play a key role in delivering exceptional service and ensuring that all technical support inquiries are handled in a timely and professional manner.
Key Responsibilities:
Serve as the first point of contact for users seeking technical assistance via phone, email, or chat.
Diagnose and resolve technical hardware and software issues, including operating systems, applications, and networking problems.
Respond to queries and requests for assistance, guiding users through step-by-step solutions.
Troubleshoot technical issues related to computers, printers, networking, and peripherals.
Install, configure, and maintain software, hardware, and network systems.
Escalate unresolved issues to higher-level support teams or vendors as necessary.
Document all support requests, solutions, and system configurations in a ticketing system (e.g., Zendesk, ServiceNow, etc.).
Maintain knowledge of company systems and technologies to provide effective solutions.
Provide end-user training on basic IT functions, software, and tools.
Collaborate with other IT teams to ensure smooth integration of systems and software.
Participate in system updates, patches, and routine maintenance.
Monitor and track service requests and ensure that all issues are resolved within established service level agreements (SLAs).
Keep up-to-date with the latest technology trends and assist with improving internal IT processes and procedures.
Required Skills and Qualifications:
Experience: 1-2 years of help desk or technical support experience (entry-level candidates with relevant training may be considered).
Technical Knowledge: Familiarity with common operating systems (Windows, macOS, Linux), office productivity software (Microsoft Office, Google Workspace), and basic networking principles.
Problem-Solving: Strong diagnostic skills and the ability to troubleshoot hardware, software, and network issues.
Communication: Excellent verbal and written communication skills to effectively assist users with technical problems.
Customer Service: Proven ability to deliver high-quality customer service and maintain a positive, professional demeanor when handling support requests.
Organizational Skills: Ability to manage multiple support requests, prioritize tasks, and work under pressure.
Attention to Detail: Precision in documenting technical issues and solutions in the ticketing system.
Team Collaboration: Ability to work effectively as part of a team and collaborate with other IT professionals.
Benefits:
Competitive salary
Health insurance (medical, dental, vision)
Paid time off (vacation, sick days, holidays)
Retirement plan (e.g., 401k)
Professional development opportunities
Remote work options (if applicable)
Skills Required
- 1–2 years of help desk or technical support experience; relevant training may be considered for entry-level candidates.
- Familiarity with Windows, macOS, and Linux operating systems.
- Familiarity with Microsoft Office and Google Workspace.
- Knowledge of basic networking principles.
- Strong diagnostic and troubleshooting skills for hardware, software, and network issues.
- Excellent verbal and written communication skills.
- Strong customer service skills and a professional demeanor.
- Ability to manage multiple support requests, prioritize tasks, and work under pressure.
- Attention to detail when documenting technical issues and solutions.
- Ability to collaborate effectively with IT professionals and support teams.
What We Do
Concept Care Solutions is a UK-based provider of homecare services and healthcare recruitment. A trusted partner for NHS recruitment, it delivers homecare, healthcare recruitment (temporary and permanent staffing), insourcing services for NHS secondary and primary care, and care consultancy. Founded by nurse Edith Fongho, the CQC-registered company has over 20 years of experience delivering compassionate, people-first care to individuals and healthcare organizations across the UK.
