2nd Line Helpdesk support specialist

Job Title: 2nd Line Helpdesk support specialist

Location: Leeds, UK (onsite)

Day Rate: £200

Contract Type: (6 Months – Outside IR35)

Overview:

Chapman Tate is seeking a highly skilled Technical Centre Specialist to provide second-level support and act as a backup for our clients AI helpdesk function. This role will cover all standard software and hardware for staff deployed both internally and at client locations. You will be responsible for diagnosing, evaluating, and resolving technical issues efficiently and professionally, ensuring a high level of customer satisfaction.

This role also involves accurate documentation, monitoring issues to resolution, delivering technical training, and supporting our clients’ personnel and customers. A strong commitment to our client values and customer service excellence is essential.

Key Responsibilities:

• Provide quality technical support to internal and external customers while upholding company values.
• Deliver product training, knowledge, and expertise to staff and clients.
• Respond promptly to support requests via phone, email, or in-person and provide timely solutions.
• Log, track, and prioritize support calls; escalate issues when required.
• Identify trends in support requests and develop documentation or training materials to address recurring issues.
• Communicate updates to customers and management regarding resolution efforts.
• Recommend improvements to systems, procedures, and documentation.
• Access software updates, drivers, knowledge bases, and FAQs to resolve user issues.
• Assist with the development and testing of newly designed products for operational integrity.
• Collaborate effectively across teams to achieve business objectives.

Experience required:

• Minimum of 3 years’ experience in a technical support environment.
• Strong diagnostic and analytical skills with knowledge of software and IS applications.
• Proficient with Microsoft applications, database applications, internet protocols, and general computer literacy.
• Ability to multitask, maintain a positive attitude, and respond with a sense of urgency.
• Excellent telephone presence and organized follow-up skills.
• Strong networking and relationship-building skills internally and externally.
• Excellent verbal and written communication skills.
• Customer-focused and service-oriented mindset.

If you are a motivated IT professional with a passion for technical support, troubleshooting, and delivering excellent customer service, we would love to hear from you.