Technical Support Specialist Contract: IT Location: Stoke, ST1 5PZ Hours of work: 40 Contract Type: Fixed Term Contract - 12 months 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. Job Description We are looking for an individual who can deliver a high standard of customer-focused IT support while contributing to system stability, security, and continuous improvement. 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 The Company ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. Becomewhoyouwant, Bepartofsomethingbigger, aplacetobeyou, facilitiesmanagement 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. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work. If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com Proud member of the Disability Confident employer scheme Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .