IT Helpdesk Specialist

Owen Daniels
08 Feb 2017
08 Mar 2017
Contract Type
Full Time

Job Description

The IT Helpdesk Specialist is the responsible person for good operation of all end-user IT equipment in the Birmingham office and needs to provide remote support to regional users. Main goal is supporting the company and regional employees to perform their business tasks, and at the same time promoting and marketing the IT projects, solutions and activities to employees. He or she is a member of the companys Global IT Helpdesk team, sharing the responsibility of the whole company IT infrastructure. The position is located in the Birmingham (UK) office. The daily work is related to the following areas:

IT Helpdesk Specialist

IT Helpdesk

  • First line support responsibility for the helpdesk translates into availability on the helpdesk phone number, and manage and follow up on helpdesk tickets.
  • Furthermore to provide Level 2 desktop support to the local users including HW support for workstations (desktops, laptops or iPads), Operating System software and basic application software requests.
  • Examples are Windows 7; Notes Domino support, Cloud based applications like Google Apps and the corporate Google Mail; MS Office 2007; and specific application software and usage.
  • Several offices are directly supported from the UK and the desktop support in those offices is also the responsibility for the IT Helpdesk Specialist.

Global and Regional IT Helpdesk Remote Support

  • The company uses an IT infrastructure model that is concentrated around two datacenters; the main corporate datacenter in California, USA; and the second datacenter in the Netherlands, Schiphol-Rijk. Following market standards the company is also moving to Cloud based applications and storage where applicable.
  • The remote offices are all connected using VPN O2O directly to the internet. Some offices are additionally connected using MPLS links.
  • All employees that are not based in offices or are traveling can access the company intranet using a secure VPN connection to access all functions they will need for their daily job.
  • Being based in the regional IT team, several responsibilities for the EMEA global IT functions are shared between the team members.
  • Remote support is organized based on the daily work hours on a 24 x 7 support, preferably IT staff supports the users in their time zone. For emergency actions there is a call system in place searching for the best available support engineer in IT to solve the users’ emergency problems.
  • Part of the Global responsibility is to assist in supporting the US-East Coast based offices during the hours of overlap in the time zones.

IT Helpdesk Specialist

Optional Area of Interest and Growth in the Position

  • In QAD IT many different projects are running in parallel. These projects and several special focus teams are formed to support and implement the different Strategic Goals as defined and published every year.
  • The candidate will be expected to join one or more of the teams and also spend time on IT global projects according to the candidate’s skills and interest.
  • Training of employees, promotion and marketing of the IT projects and new solutions is a key task for the new candidate, where non-technical skills will be important.
  • Depending on the interest and skills of the candidate, the following paragraph can indicate potential growth or expansion of the candidate’s professional skills.
  • One of the departments in IT, the Business Systems Group, has responsibility of supporting internal-use applications and developing connections between applications. Applications are using mostly SQL-Server databases, or will be running as a SaaS in the cloud. Interest in SQL-Server DBA functions and (Web) development skills like C++ or Java programming in different teams can help leveraging the workload of that group and bring international skills and vision to development teams.
  • The IT Architects group is also working on a Services Oriented Architecture (SOA) integration prototype based on XML messaging, that could require Java programming and SOAP / XML knowledge.
  • In our different IT Teams we need to participate in these activities and projects and research innovation where possible, all according the lines of the IT strategic plan for the year.


  • 3-5 years Helpdesk experience in a high tech company.
  • MCSE certification;
  • ITIL foundation certification

IT Helpdesk Specialist

Special Knowledge & Skills for the IT Helpdesk task:

  • Self-starter able to work on own initiative.
  • Ability to work in a team environment.
  • Demonstrated team work and growth potential.
  • Fluency in English required, other languages would be an advantage,
  • Excellent communication and troubleshooting skills.
  • Strong inter-personal skills and the ability to work in a team environment,
  • Customer focused.
  • Capable of training end-users in different applications.
  • Knowledge of major desktop applications like MS-Office; Citrix, etc.
  • Expertise in working with and supporting of cloud based systems like Business Google Apps and Mail,
  • Demonstrated ability to technically assist other analysts/systems administrators.
  • Familiarity with Linux, VMWare, Windows server OS and their commands/utilities at a user level.
  • Familiarity with system administration tools and processes; like usage of server backup programs.

Optional one or more of the following Skills for the other tasks:

  • SQL Server DBA skills;
  • Java J2EE or C++ or any other programming skills;
  • Web development platforms, like web site design and construction;

Messaging SOAP based development related skills