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.
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.
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
