1,242 Helpdesk Specialist jobs in the United Kingdom

• Provide first-line technical support to customers via phone, email, and live chat, resolving a wide range of inquiries and issues.
• Diagnose and troubleshoot hardware, software, and network problems efficiently.
• Guide customers through step-by-step solutions for technical problems.
• Escalate complex issues to appropriate support teams or subject matter experts when necessary.
• Document all customer interactions, technical issues, and resolutions in the helpdesk system.
• Contribute to the creation and maintenance of a comprehensive knowledge base for common customer issues and solutions.
• Identify trends in customer inquiries and provide feedback to the product and development teams for service improvement.
• Proactively monitor customer accounts and systems to identify potential issues before they impact users.
• Assist in training new helpdesk team members.
• Ensure customer satisfaction by providing timely, accurate, and empathetic support.
• Maintain high standards of professionalism and customer service at all times.
• Participate in team meetings and contribute to the continuous improvement of support processes.

• Proven experience (3+ years) in a customer service or helpdesk support role, preferably in a technical environment.
• Strong understanding of common operating systems (Windows, macOS) and software applications.
• Excellent troubleshooting and problem-solving skills.
• Exceptional verbal and written communication skills.
• Proficiency in using helpdesk software and CRM systems.
• Ability to remain calm and professional under pressure.
• Strong organisational skills and attention to detail.
• A genuine desire to help customers and a patient, empathetic attitude.
• Ability to work independently and effectively in a fully remote setting.
• Experience with remote support tools is highly advantageous.
• A proactive approach to identifying and resolving issues.

• Provide advanced technical support and troubleshooting for software and hardware issues via phone, email, and chat.
• Respond to customer inquiries promptly and professionally, ensuring a high level of customer satisfaction.
• Diagnose and resolve complex technical problems, escalating issues to higher-level support teams when necessary.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the helpdesk ticketing system.
• Develop and update knowledge base articles, FAQs, and troubleshooting guides to empower customers and internal teams.
• Identify recurring issues and provide feedback to product development and engineering teams for service improvement.
• Train and mentor junior helpdesk staff, sharing best practices and technical expertise.
• Assist with the management and configuration of helpdesk software and tools.
• Contribute to the continuous improvement of customer support processes and procedures.
• Proactively communicate system outages or significant issues to customers and stakeholders.

Job title: Helpdesk Analyst (SAP/ERP).

Employment: Permanent.

Location: Hybrid, Skelmersdale based.

Salary: Excellent basic salary, plus on-call allowance and benefits.

Benefits: 24 days holiday, paid birthday day off, paid volunteer day, holiday buy & sell, Bupa private healthcare, 5% employer matched pension contribution, life insurance 4x annual salary, electric car lease scheme, funded social events, investment in personal development, you chose the charity we make the financial contribution, CSR initiatives, and much more!

Working Hours: 40 hours per week.

Shift Pattern: Week 1: 6am – 2.30pm, Week 2: 9am – 5.30pm, Week 3: 1.30pm - 10pm. 

The role will also include a rotating on call shift which will include weekends.

The Company

This is your opportunity to work for an award-winning and Investors In People Gold SAP Technology Consultancy with an international workforce. At our core, we’re committed to fostering a people-centric culture that values collaboration, employee well-being and continuous learning and development.

The Role

This is a great position for a current Helpdesk Analyst looking for a fresh challenge or a candidate looking to take their first steps into the world of SAP/ERP support In the position you will play a key customer focused role by supporting the effective tirage of customer support tickets, primarily related to SAP systems.

There may also be the opportunity to assist with wider projects and initiatives such as; reporting, process improvement and documentation, master data management, occasional IT support and developing your own SAP functional knowledge.

If you have a passion for providing a great client experience, getting exposure to the inner workings of an SAP AMS department and being able to grow within a well-respected global technology organisation then this role is for you.

Requirements

• Assist with the management of the Helpdesk system by taking ownership of new ticket and email allocation and monitoring. Ensure suitable quality assurance by working with the Helpdesk team to ensure emails and tickets are resolved within agreed SLAs and that suitable and timely updates are provided to internal and external customers. Review all Helpdesk tickets within Helpdesk tool, progressing with tickets, escalating any concerns or discrepancies with the relevant stakeholders to resolve. 

• Provide suitable initial responses to Helpdesk internal and external customers in line with the agreed SLAs and governance. 

• Monitor, coordinate and communicate escalations with the relevant stakeholders as appropriate. 

• Gather process and IS requirements from customers and create suitable documentation in order to capture the information in a structured way. 

• Ensure information for ticket, SLA table and client data remains accurate and that the data is appropriately updated to ensure accuracy is maintained. 

• Ensure the correct utilisation types are allocated to tickets and booked correctly within Helpdesk tool. 

• Provide ticket and 1st Line support to internal and external customers within agreed SLAs. This may include the investigation of ticket issues through to resolution and make any recommendations to improve processes. Ensure the accuracy and maintenance of the data with the Helpdesk tool application. 

• Ensure product documentation is tracked appropriately, and version control is maintained. 

• Ensure that security, service and compliance are monitored and in line with agreed ISO & ITIL standards, assisting with process documentation and structure information as necessary. 

• Provide Helpdesk center administration support, interacting with internal and external stakeholders as appropriate. 

• Display behaviours which reflect The Config Team Purpose, Mission, Vision and Values. 

• Assist with the management of the Helpdesk system by taking ownership of new ticket and email allocation and monitoring. Ensure suitable quality assurance by working with the Helpdesk team to ensure emails and tickets are resolved within agreed SLAs and that suitable and timely updates are provided to internal and external customers. Review all Helpdesk tickets within Helpdesk tool, progressing with tickets, escalating any concerns or discrepancies with the relevant stakeholders to resolve. 

• Provide suitable initial responses to Helpdesk internal and external customers in line with the agreed SLAs and governance. 

• Monitor, coordinate and communicate escalations with the relevant stakeholders as appropriate. 

• Gather process and IS requirements from customers and create suitable documentation in order to capture the information in a structured way. 

• Ensure information for ticket, SLA table and client data remains accurate and that the data is appropriately updated to ensure accuracy is maintained. 

• Ensure the correct utilisation types are allocated to tickets and booked correctly within Helpdesk tool. 

• Provide ticket and 1st Line support to internal and external customers within agreed SLAs. This may include the investigation of ticket issues through to resolution and make any recommendations to improve processes. Ensure the accuracy and maintenance of the data with the Helpdesk tool application. 

• Ensure product documentation is tracked appropriately, and version control is maintained. 

• Ensure that security, service and compliance are monitored and in line with agreed ISO & ITIL standards, assisting with process documentation and structure information as necessary. 

• Provide Helpdesk center administration support, interacting with internal and external stakeholders as appropriate. 

• Display behaviours which reflect The Config Team Purpose, Mission, Vision and Values. 

Required Skills

• IT literate with good knowledge of the Microsoft suite of applications including Office365, Excel and PowerPoint. 

•  Enjoys working with and has an interest in learning about new technology and computer systems. 

• Able to collaborate and coordinate with internal and external teams and customers. 

• Previous experience in a customer service position. 

• An analytical thinker with a good attention to detail. 

• Good communication skills and a friendly telephone manner. 

Desired Skills

• An understanding and/or basic knowledge of SAP or similar ERP systems, specifically within logistics would be beneficial but not required.

• Previous experience within a similar SAP / Technology support environment.

Apply today

Our people are our greatest asset. We are dedicated to fostering an inclusive work environment built on trust, respect, and integrity, where everyone has the opportunity to succeed. We strive to create a workplace where all individuals feel welcome, safe, valued, and supported.

We are committed to preventing discrimination of any kind and actively encourage applications from individuals of all backgrounds, including those from underrepresented groups. To ensure you can perform at your best during the hiring process, we are happy to accommodate any reasonable adjustments you may need.

Together, we make the difference that creates a smile across the whole supply chain, starting with our team.

Find out more about life at The Config Team, visit Glassdoor:

For a full job description or if you have any questions, please submit your CV.

We look forward to hearing from you.

I am looking for a helpdesk / customer support analyst for my client in Southampton.

Work is hybrid model (3 days onsite 2 days home working) and in a shift patter. 4 days on, 4 days off covering 6am till 11pm.

Key Responsibilities

Provide second Level support to external customers and partners.

Answer incoming calls from customers and respond to inbound communication on cases

Monitor group email queu.

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Job Title: Helpdesk Product Support Specialist

Location: Hybrid, with office located in Edinburgh, EH3 8EG (or fully remote considered)

Salary: Salary commensurate with experience up to 25k per year

Job Type: Full-time, Permanent. Hybrid preferred but fully remote considered.

The Role:

Established in 1998, LawWare is one of Scotland's leading providers of Cashroom & Case Management Software for law firms. We are Hiring - Helpdesk Product Support Specialist. This is a rare opportunity to join our experienced team, reporting to our Client Success Manager.

We are looking for a proactive and technically skilled Product Support Specialist to join our busy Helpdesk. This is not a call centre role, but you will spend a significant amount of time on the phone handling inbound and outbound client calls as part of a highly dynamic and demanding environment.

The role involves supporting our clients with our specialist software, providing excellent service while answering client's product questions and resolving technical issues quickly and effectively. You'll need strong diagnostic skills, the ability to learn fast, and an investigative mindset to work through complex problems.

This is primarily a home working role so you must be comfortable working independently and managing your own workload. Our preference is for someone who is able to work hybrid and attend our office in Edinburgh at times however we are willing to consider fully remote for the right candidate.

Main Responsibilities:

• Deliver first-class customer support through our Helpdesk, ensuring all issues are logged, tracked, and resolved in line with SLAs.
• Handle inbound and outbound calls with professionalism and efficiency.
• Diagnose, troubleshoot and resolve software and technical issues, including:
• Software installation and repair, Microsoft 365 administration (front-end & back-end)
• Escalate complex issues where necessary and work collaboratively to ensure timely resolution.
• Maintain and contribute to the Helpdesk Knowledge Base.
• Test solutions thoroughly to ensure complete resolution for the client.
• Occasionally assist with Cashroom-related features in our product (training provided; prior experience advantageous but not essential).

Skills Required:

• Experience in a busy helpdesk or technical support environment (software support experience preferred).
• Strong communication skills, with a confident and professional telephone manner.
• Ability to work well under pressure, multi-task, and make decisions independently.
• Windows OS & Microsoft 365 applications and administration
• Strong problem-solving skills, quick learner, and investigative mindset.
• Ability to work effectively in a remote or hybrid environment with minimal supervision.
• Previous experience supporting bespoke or niche software is an advantage.

Essential Requirements

• You are a UK citizen or eligible to work in the UK permanently.
• A dedicated home office setup that meets DSE compliance standards.
• You can demonstrate relevant experience in technical support or helpdesk roles.

Why Join Us?

• Fully remote position, or hybrid from our Edinburgh office.
• Work with a close-knit, specialist team for a niche software provider.
• Opportunity to develop your technical skills and gain exposure to complex troubleshooting scenarios.
• Be part of a company where your input truly matters.
• Remuneration commensurate with experience.

Main Benefits:

• Company pension
• Work from home

Candidates with the relevant experience or job titles of: Technical Support Specialist, IT Support Specialist, Service Desk Analyst, Help Desk Technician, Desktop Support Specialist, Application Support Specialist, Information Technology Specialist, also be considered for this role.

Job Title: Helpdesk Product Support Specialist

Location: Hybrid, with office located in Edinburgh, EH3 8EG (or fully remote considered)

Salary: Salary commensurate with experience up to 25k per year

Job Type: Full-time, Permanent. Hybrid preferred but fully remote considered.

The Role:

Established in 1998, LawWare is one of Scotland's leading providers of Cashroom & Case Management Software for law firms. We are Hiring - Helpdesk Product Support Specialist. This is a rare opportunity to join our experienced team, reporting to our Client Success Manager.

We are looking for a proactive and technically skilled Product Support Specialist to join our busy Helpdesk. This is not a call centre role, but you will spend a significant amount of time on the phone handling inbound and outbound client calls as part of a highly dynamic and demanding environment.

The role involves supporting our clients with our specialist software, providing excellent service while answering client's product questions and resolving technical issues quickly and effectively. You'll need strong diagnostic skills, the ability to learn fast, and an investigative mindset to work through complex problems.

This is primarily a home working role so you must be comfortable working independently and managing your own workload. Our preference is for someone who is able to work hybrid and attend our office in Edinburgh at times however we are willing to consider fully remote for the right candidate.

Main Responsibilities:

• Deliver first-class customer support through our Helpdesk, ensuring all issues are logged, tracked, and resolved in line with SLAs.
• Handle inbound and outbound calls with professionalism and efficiency.
• Diagnose, troubleshoot and resolve software and technical issues, including:
• Software installation and repair, Microsoft 365 administration (front-end & back-end)
• Escalate complex issues where necessary and work collaboratively to ensure timely resolution.
• Maintain and contribute to the Helpdesk Knowledge Base.
• Test solutions thoroughly to ensure complete resolution for the client.
• Occasionally assist with Cashroom-related features in our product (training provided; prior experience advantageous but not essential).

Skills Required:

• Experience in a busy helpdesk or technical support environment (software support experience preferred).
• Strong communication skills, with a confident and professional telephone manner.
• Ability to work well under pressure, multi-task, and make decisions independently.
• Windows OS & Microsoft 365 applications and administration
• Strong problem-solving skills, quick learner, and investigative mindset.
• Ability to work effectively in a remote or hybrid environment with minimal supervision.
• Previous experience supporting bespoke or niche software is an advantage.

Essential Requirements

• You are a UK citizen or eligible to work in the UK permanently.
• A dedicated home office setup that meets DSE compliance standards.
• You can demonstrate relevant experience in technical support or helpdesk roles.

Why Join Us?

• Fully remote position, or hybrid from our Edinburgh office.
• Work with a close-knit, specialist team for a niche software provider.
• Opportunity to develop your technical skills and gain exposure to complex troubleshooting scenarios.
• Be part of a company where your input truly matters.
• Remuneration commensurate with experience.

Main Benefits:

• Company pension
• Work from home

Candidates with the relevant experience or job titles of: Technical Support Specialist, IT Support Specialist, Service Desk Analyst, Help Desk Technician, Desktop Support Specialist, Application Support Specialist, Information Technology Specialist, also be considered for this role.

• Provide first-line technical support to end-users via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Manage user accounts, permissions, and access rights.
• Assist with the setup and troubleshooting of new user workstations.
• Document all support requests, resolutions, and procedures in the IT helpdesk system.
• Escalate complex issues to senior IT staff when necessary.
• Provide basic training and guidance to end-users on IT systems and best practices.
• Contribute to the maintenance of IT inventory and asset management.
• Participate in IT projects and system upgrades as required.
• Ensure adherence to IT security policies and procedures.
• Strive for high levels of customer satisfaction in all interactions.

• Provide advanced technical support for SaaS applications and platforms.
• Troubleshoot and resolve complex software issues, guiding users through solutions.
• Manage and prioritize escalated helpdesk tickets, ensuring timely resolution.
• Analyze application logs, user feedback, and performance data to identify issues.
• Develop and maintain comprehensive user guides, FAQs, and knowledge base articles.
• Collaborate with development teams to report bugs and suggest product improvements.
• Assist in user acceptance testing for new software releases.
• Train and mentor junior helpdesk staff on SaaS products and support processes.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Minimum of 5 years of experience in a helpdesk or technical support role, focusing on SaaS applications.
• In-depth understanding of web technologies, databases, and common SaaS integration methods.
• Proven ability to troubleshoot complex software problems across different platforms.
• Strong analytical and problem-solving capabilities.
• Excellent written and verbal communication skills, with a focus on customer service.
• Ability to work autonomously and manage workload effectively in a remote setting.

• Provide remote technical support to end-users, diagnosing and resolving hardware, software, and network issues.
• Respond to helpdesk tickets, prioritizing and escalating issues as necessary.
• Install, configure, and maintain computer hardware, software, operating systems, and peripherals.
• Manage user accounts, permissions, and access rights.
• Assist with network troubleshooting, including connectivity issues and basic configuration.
• Guide users through step-by-step solutions for technical problems.
• Document all support activities, resolutions, and relevant information in the ticketing system.
• Maintain an inventory of IT equipment and software licenses.
• Provide training and guidance to users on IT best practices and system usage.
• Contribute to the development of IT support documentation and knowledge base articles.
• Monitor system performance and proactively identify potential issues.
• Ensure adherence to IT security policies and procedures.
• Stay updated with the latest technologies and IT support trends.
• Collaborate with other IT team members to resolve complex issues.

• Proven experience in IT support or a helpdesk role, preferably in a remote capacity.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with common productivity software (e.g., Microsoft Office Suite, Google Workspace).
• Experience with remote desktop support tools (e.g., TeamViewer, AnyDesk, RDP).
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Excellent troubleshooting and problem-solving skills.
• Exceptional customer service and communication skills, with the ability to explain technical concepts clearly.
• Ability to work independently and manage time effectively in a remote setting.
• Patience and a methodical approach to resolving issues.
• Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL Foundation) are highly desirable.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.