Technical Support Specialist
Contract: IT
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Fixed Term Contract – 12 months
Job Description
We are seeking a Technical Support Specialist to provide 1st and 2nd line IT support, acting as the first point of contact for users across ISS UK. This role is responsible for resolving technical issues across desktop, mobile, and applications, ensuring incidents and service requests are managed effectively and in line with agreed SLAs.
The role will also support IT projects, documentation, and operational improvements, working closely with wider IT teams to ensure reliable and efficient services.
Key Responsibilities
* Act as the first point of contact for IT support requests using approved support channels
* Log, categorise, prioritise, and manage incidents and service requests in line with SLAs
* Provide 1st line support for desktop, mobile applications, and mobile devices, resolving issues at first contact where possible
* Investigate and resolve more complex technical issues as part of 2nd line support
* Manage user accounts, permissions, access controls, and authentication issues
* Support endpoint and application configuration, patching, updates, and routine maintenance
* Escalate unresolved or high-impact incidents to 3rd line or specialist teams when required
* Participate in IT projects, system upgrades, deployments, and service improvement initiatives
Professional and Personal Competencies/Qualifications
* Experience in 1st and/or 2nd line technical support within a service environment
* Strong troubleshooting and problem‑solving skills across desktop, mobile, and applications
* Good understanding of operating systems, devices, and basic networking
* Experience with user account management and access control
* Familiarity with IT ticketing systems and SLA-driven support
* Clear communication skills with a strong customer service focus
* Ability to manage multiple priorities in a fast‑paced environment
* Willingness to learn, develop, and support IT projects and change activities
Equal Opportunity Statement
ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
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