Technical Help Desk Specialist – Birmingham (On-site/Hybrid)

£Competitive | Permanent | Global Tech Environment

ARCA is working on behalf of a multinational client seeking a proactive and customer-focused Technical Help Desk Specialist to join their IT support function in Birmingham. In this role, you’ll provide second-line support across a broad range of software and hardware queries, ensuring timely, effective solutions for internal and external users.

You’ll be the go-to expert for troubleshooting, diagnosing technical issues, and escalating concerns where necessary. The successful candidate will thrive in a fast-paced environment, with a clear passion for solving problems and improving the end-user experience.

Key Responsibilities

• Respond to support requests via phone, email and internal ticketing systems
• Diagnose and resolve software and hardware issues across the business
• Deliver product training and user guidance as needed
• Log and prioritise support tickets, escalating when appropriate
• Track common support trends and contribute to process documentation
• Support software testing and assist in product improvement initiatives
• Champion excellent customer service and uphold company values

What We’re Looking For

• 3+ years in a technical support or help desk environment
• Strong knowledge of Microsoft applications, databases, and networking basics
• Diagnostic mindset with strong attention to detail
• Excellent communication and follow-up skills
• Able to multitask and prioritise in a dynamic support setting
• Relevant technical training or a degree in IT, engineering or a related field is beneficial



Why Join?

This is a great opportunity to support cutting-edge tech solutions while building your career in a well-established, global organisation that values technical excellence and customer service.