Helpdesk Specialist

SPACE NK; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in beauty retail is seeking a Helpdesk Specialist to provide first-line support for their head office and stores. The ideal candidate will manage helpdesk tickets, diagnose hardware issues, and assist users effectively. Strong communication skills and a basic understanding of networking are essential. This role may require weekend support and occasional travel.

Qualifications

• Basic understanding of networking and desktop hardware.
• Strong communication skills and ability to build relationships.

Responsibilities

• Respond to client support queries.
• Diagnose issues with desktops, hardware, software, and peripherals.
• Manage incoming helpdesk tickets and follow up.

Skills

Communication

Problem Solving

Tools

Meraki

iPhone

iPad

Wi-Fi

Mac

Job description

If you love beauty, you're in the right place.

As the ultimate curator of over 100 of the most in-demand, highly innovative, and boundary-pushing beauty brands, we are the go-to destination for worldwide beauty discovery.

Through our neighbourhood stores, online presence, and loyalty scheme, Space NK has built a flourishing community where customers can discover beauty. The customer is at the heart of everything we do, and we strive to offer everything they need to explore, experiment, and enjoy our brands.

We are currently recruiting for a Helpdesk Specialist!

We seek a skilled first-line helpdesk specialist who can provide fast and effective support to our head office, remote sites, users, and stores. Ideal candidates will have a retail background; understanding this environment is advantageous but not essential.

Your responsibilities will include managing all incoming helpdesk tickets, allocating them to the appropriate departments, adhering to SLA requirements, following up on tickets, and assisting where necessary.

You should have a basic understanding of networking, be able to diagnose issues with desktop hardware, peripherals, and perform basic maintenance.

To succeed as a helpdesk specialist, strong communication skills and the ability to build relationships internally and with third-party providers are essential.

Help Desk Specialist Responsibilities:

1. Respond to client support queries.
2. Provide support in person, over the phone, or via remote access.
3. Diagnose issues with desktops, hardware, software, and peripherals.
4. Install and upgrade hardware and software.
5. Update the knowledge base and documentation as needed.
6. Complete and follow up on support tickets to ensure user satisfaction.
7. Understand till functionality and related hardware (Chip & PIN units, receipt printers, cash drawers, barcode scanners, touchscreens, and store networking).
8. Experience with Meraki, iPhone, iPad, and Wi-Fi support.
9. Some Mac knowledge.
10. Work independently and exercise judgment when necessary.
11. Work a shift pattern for weekend support.
12. Occasional travel and overnight stays as required.
13. Demonstrate patience, understanding, and respect.

Please note that only successful candidates will be contacted.

All applicants must have the right to live and work in the UK.

To learn more about us, our working environment, benefits, and our commitments to Diversity, Inclusion, and Belonging, please visit our website.

Space NK is an equal opportunities employer.

How We Will Use Your Information

We will use the information you provide to process your application for the specific job. If you apply speculatively, we will consider your application for the relevant business area you specify.

Our current system does not use automated filtering.

Applications via our website, third-party sites, or in-store will be kept on file for 12 months.

This information may be used to assess your suitability for similar future positions or re-opened vacancies within 12 months. If you wish for us not to retain your information or to exercise your right to be forgotten, please email us with 'RIGHT TO BE FORGOTTEN' as the subject. We will confirm when your data has been deleted. Otherwise, by submitting your application, you consent to us holding your data for this period.