InterSystems

3 weeks ago

Technical Services Helpdesk Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Provide first-line IT helpdesk support as the initial point of contact for incidents and service requests. Triage and manage tickets in ServiceNow, respond via portal, phone, and email, and resolve common hardware, software, and access issues (including password resets and connectivity problems) while escalating complex incidents to Tier 2 teams. Maintain accurate documentation, follow ITIL/SLA processes and SOPs, support knowledge base maintenance, and monitor queues to meet response targets in Windsor office hours.

Location: United Kingdom

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Serve as the primary point of contact for IT incidents and service requests, providing timely, professional support.
•Receive and respond to user requests via ServiceNow portal, phone, and email; monitor and answer support phone lines during business hours.
•Log, categorize, prioritize, and manage support tickets using ITIL processes and defined SLAs.
•Diagnose and resolve routine end-user issues (hardware, operating systems, standard applications, system access) and perform initial troubleshooting for common incidents.
•Escalate unresolved or complex incidents to Tier 2 or specialized teams with complete, accurate documentation and communicate status updates to end users.

Key Requirements

•4-year degree preferred; associate’s degree or coursework in Information Technology or Computer Science preferred (equivalent experience may be considered).
•ITIL Foundation certification preferred or willingness to obtain within a specified timeframe.
•Entry-level technical certifications such as CompTIA A+ (or equivalent) preferred.
•Working knowledge of IT service management and incident management processes; ability to troubleshoot common hardware, software, and access issues.
•Use IT service management tools such as ServiceNow to log, track, and update incidents and service requests.

Experience:IT service managementIT support

Skills:Customer serviceCommunicationTroubleshootingOrganizational skillsTime management

Certifications:ITIL FoundationCompTIA A+

Languages:English

Tech Stack:ServiceNowITILIT service managementIncident managementTicketing systemsPhoneEmail

Company Brief

InterSystems

Develops database management, interoperability, and analytics platforms—particularly for healthcare and financial services. Known for products like Caché, Ensemble, HealthShare and the InterSystems IRIS data platform enabling integrated data management and real-time applications.

Industry: Data Infrastructure

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Cambridge, United States

Founded: 1978

Website LinkedIn

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InterSystems

3 weeks ago

Technical Services Helpdesk Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: United Kingdom

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Serve as the primary point of contact for IT incidents and service requests, providing timely, professional support.
•Receive and respond to user requests via ServiceNow portal, phone, and email; monitor and answer support phone lines during business hours.
•Log, categorize, prioritize, and manage support tickets using ITIL processes and defined SLAs.
•Diagnose and resolve routine end-user issues (hardware, operating systems, standard applications, system access) and perform initial troubleshooting for common incidents.
•Escalate unresolved or complex incidents to Tier 2 or specialized teams with complete, accurate documentation and communicate status updates to end users.

Key Requirements

•4-year degree preferred; associate’s degree or coursework in Information Technology or Computer Science preferred (equivalent experience may be considered).
•ITIL Foundation certification preferred or willingness to obtain within a specified timeframe.
•Entry-level technical certifications such as CompTIA A+ (or equivalent) preferred.
•Working knowledge of IT service management and incident management processes; ability to troubleshoot common hardware, software, and access issues.
•Use IT service management tools such as ServiceNow to log, track, and update incidents and service requests.

Experience:IT service managementIT support

Skills:Customer serviceCommunicationTroubleshootingOrganizational skillsTime management

Certifications:ITIL FoundationCompTIA A+

Languages:English

Tech Stack:ServiceNowITILIT service managementIncident managementTicketing systemsPhoneEmail

Company Brief

InterSystems

Industry: Data Infrastructure

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Cambridge, United States

Founded: 1978

Website LinkedIn