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    • Provide additional hardware support during team member absences, including site visits, meetings, training sessions, and annual leave.
    • Taking IT support calls from clients covering a range of Microsoft technologies, from desktop up to server operating systems and solutions such as Microsoft…
    • A background in technical support, IT, or a related field.
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    • Previous experience in domain or hosting support.
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    • Escalate complex issues to 2nd Line or specialist teams when required.
    • Log, triage, and resolve support tickets within agreed SLAs.
    • Enterprise EUC environments, including Windows, macOS, mobile devices, virtual desktops (VDI), and collaboration tools.
    • Change Control of the desktop environment.
    • Network patching and 1st line network support.
    • Providing second line support for the following systems:
    • Experience with remote desktop support tools.
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    • The daily duties of the Technical Services Field Support will be varied in scope and complexity, and therefore the individual should have a sound and broad…
    • Playing a key role in ongoing support system development, remote access tools, and continuous improvement.
    • Provides a platform to have your voice heard and make…
    • Maintain desktop asset register and configurations.
    • Provide support to our entire MSP client base.
    • Basic computer hardware exposure - desktop & laptop.
    • Building strong working relationships with second‑line and specialist support teams to ensure effective escalation and support.

Job Post Details

Desktop Support Technician - job post

Datascope Systems Ltd
Chester CH4 0GZ
£25,000 - £27,000 a year - Full-time

Job details

Pay

  • £25,000 - £27,000 a year

Job type

  • Full-time

Location

Chester CH4 0GZ

Benefits

Pulled from the full job description

  • Annual leave
  • Gym membership
  • Company pension
  • On-site gym
  • Company events
  • On-site parking

Full job description

Job Overview
The Hardware Help Desk Specialist serves as the primary point of contact for all hardware-related issues raised through the Help Desk. This role ensures efficient communication, accurate job ticket creation, and smooth coordination between sites, engineers, and internal teams.

Working closely with the Hardware Support Manager, you will receive ongoing guidance, instructions, and structured training to help you succeed and grow within the role.

Responsibilities

  • Primary Contact for Hardware Issues

Act as the consistent and central point of contact for all hardware-related queries reported to the Help Desk, ensuring clarity, ownership, and timely resolution.

  • Prompt Response & Initial Diagnosis

Respond to all incoming issues within 30 minutes. Review job history and available information to gather full details, understand the nature of the fault, and attempt first-line troubleshooting over the phone where possible.

  • Ticket Creation & Management

Create all hardware fix tickets with complete and accurate details, including affected assets and zones, contact information, access/parking notes, and any additional site-specific requirements.

  • Maintenance Engineer Coordination

Set up front end log-ins for all engineer visits and ensure the muster report functionality is enabled for each job.

  • Engineer Support & Communication

Serve as the main point of contact for engineers seeking clarification on check-ins, network status, or job consistency.

  • Zone Management

Create new zones as required for both on-site engineering activities and production environments.

  • Inbox Monitoring & Prioritisation

Manage the Help Desk inbox, filtering and escalating hardware-related issues to streamline workflow for the wider Help Desk team.

  • Post-Resolution Follow-Up

Review completed fault tickets weekly, contacting sites for updates, confirmations, and feedback to ensure resolution quality.

  • Stock & Logistics Support

Prepare weekly engineer stock requests.

  • Hardware Support Cover

Provide additional hardware support during team member absences, including site visits, meetings, training sessions, and annual leave.

  • Technical Documentation Updates

Update technical notes to reflect any changes made on site, ensuring documentation remains current and accurate.

  • Asset Verification & Reporting

Investigate discrepancies between reported issues and asset records, updating systems accordingly and escalating concerns to the line manager.

Job Type: Full-time

Pay: £25,000.00-£27,000.00 per year

Benefits:

  • Company events
  • Company pension
  • Gym membership
  • On-site gym
  • On-site parking

Work Location: In person

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