ServiceDesk Specialist - IT Services and Support

The ServiceDesk Specialist - IT Services and Support provide comprehensive support across all computing hardware, software, proprietary systems, peripheral equipment, and network connectivity to ensure efficient, secure, and compliant business operations. The role is responsible for documenting and troubleshooting technical issues, escalating where appropriate, and contributing to the development and implementation of Service Desk metrics, standards, and processes to enhance customer service and operational performance. The Specialist also supports wider IT infrastructure administration, participates in a 24/7 on-call rotation for system availability and client support, and may collaborate with global IT teams on project work, including occasional out-of-hours activity or travel to other Fittleworth locations., * Collaborate effectively with other IT teams to deliver high-quality IT services across the organisation.

• Drive cross-functional teamwork by resolving technical issues related to applications, desktops, laptops, and mobile devices, including the configuration of associated equipment.
• Serve as the Service Desk subject matter expert, providing guidance on computing issues involving hardware, operating systems, applications, and related products.
• Act as the primary IT point of contact for associates, ensuring timely and effective support for technical inquiries.
• Perform advanced configuration, administration, and maintenance of desktop systems, laptops, peripherals, and related equipment.
• Provide technical leadership and mentoring to junior Service Desk team members, supporting their development and capability growth.
• Lead the creation and maintenance of knowledgebase documentation for end-user technologies at Fittleworth.
• Support the Asset Management Coordinator by maintaining hardware and software configuration items within the CMDB and assisting with inventory audits.
• Contribute to the strategic planning and implementation of desktop tools and systems to support business and IT objectives.
• Attend service reviews with key business units, analyse performance reports, and drive ongoing service quality, process improvements, and operational enhancements.

Continuous Improvement & Service Development

• Contribute to the development and enhancement of continuous improvement initiatives within the Service Desk.
• Create and maintain support documentation for Fittleworth's end-user technologies to ensure consistency and knowledge sharing.
• Identify opportunities for service optimisation, recommending new approaches, tools, and processes to improve efficiency and user experience.
• Provide management and performance reports as required to support operational transparency and decision-making.

Technical Support & Global Deployment

• Serve as a senior technical resource for the installation, maintenance, and support of technology across Fittleworth's global locations.
• Assess the criticality of incoming requests, assign appropriate priorities, and promptly escalate high-impact issues to the Service Desk Manager or senior technical teams.

Business & Technology Insight

• Maintain an in-depth working knowledge of business operations, IT systems, and end-user technologies to effectively support organisational needs.
• Stay current with emerging industry trends and evolving technologies, identifying opportunities for innovation.
• Develop expertise in the incident management system to accurately track, diagnose, and resolve associate IT requests.

Service Levels, Communication & Performance

• Work toward achieving established metrics and KPIs, contributing to the continuous improvement of Service Desk services.
• Maintain proactive communication with customers via phone and email, providing timely updates on open issues.
• Ensure ticket updates, escalations, and resolutions are completed in alignment with Service Level Agreements (SLAs) and quality standards.
• Apply a logical, structured approach to troubleshooting and decision-making, ensuring high-quality customer service at all times.
• Support the ongoing refinement and enhancement of Service Desk processes to drive consistency, effectiveness, and user satisfaction.

Do you have experience in macOS?, Do you have a Bachelor's degree?, Innovates and adapts quickly, approaching change with curiosity while persisting through obstacles, * Strong ability to analyse trends in IT support and develop effective strategies for service improvement.

• Advanced troubleshooting skills for complex networking and operating system issues.
• Demonstrated capability in implementing and monitoring security measures to protect desktop systems from threats and vulnerabilities.
• Experience providing high-quality support to VIPs and other high-profile users within the organisation.
• Willingness and ability to travel (via plane, train, or automobile) to other Fittleworth locations to deliver Level 3 technical support.
• Participation in a 24/7 on-call rotation to support system availability and client needs. Strong ownership mentality with the ability to manage high-priority issues impacting the Service Desk, including performing detailed root cause analysis to prevent recurrence.

Specialised Skills & Knowledge

• Advanced knowledge of desktop operating systems (Windows and macOS) and related software applications.
• Proven experience driving issues through root cause analysis and effectively communicating findings to global teams.
• Experience with automated deployment and delivery of applications and services.
• Excellent analytical and technical problem-solving skills.
• Strong customer service focus with a demonstrated commitment to thorough follow-up.
• Exceptional interpersonal and communication skills, with the ability to work effectively with associates at all organisational levels.
• Solid experience working with Service Desk processes and ITIL-aligned practices.
• Fluent in English, both written and verbal., * 5-8 years of technical IT or customer service experience with an associate's degree, OR
• 7-10 years of progressive technical IT or customer service experience with a High School diploma., * 5-8 years of experience with a Bachelor's degree, OR
• 10 years of progressive IT experience within a support environment.

One or more of the following certifications are preferred but not essential:

• Cisco certifications

• CompTIA A+

• CompTIA Network+

• Microsoft Certified: Fundamentals

• Life Insurance Cover x10 Annual Salary (subject to the T&C's of the scheme)
• Competitive full pension scheme of 8.5% employer contribution
• Employee cost of private healthcare covered with option to add family members
• A comprehensive, embedded Employee Assistance Programme
• Access to our bespoke employee reward platform "Fittle-perks" providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre
• 25 days annual leave + bank holidays (pro-rated for part time Associates) with the option to buy and sell annual leave
• 1 Me Day, 1 Volunteer day per annum
• Enhanced support on family friendly policy
• Flexible Working
• Internal refer a friend/family scheme

Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 60,000 clients across a wide range of products. Offering a cut-to-fit stoma product customisation service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide. At the heart of the business are Fittleworth's 360 employees who live and breathe core principles to continue the Schneider legacy.