The Opportunity We''re working with a well-established and growing managed service provider to find an experienced Technical Specialist to join their service desk team. This is a role providing high-quality, timely technical support to clients - resolving technical issues, maintaining reliable client environments, and contributing to a consistent, professional customer experience. The Role You''ll work across first- and second-line support, escalating complex or higher-risk issues appropriately. You''ll be expected to take ownership of tickets, communicate clearly, keep technical records accurate, and support the continuous improvement of service desk processes - working closely with service desk colleagues, senior technical staff, and the project and cyber security function. What You''ll Be Doing Client Support and Ticket Ownership Provide first- and second-line technical support across the client base, assisting with more complex work when directed and escalating issues to the Service Desk Manager or senior technical staff when required Own assigned tickets from initial assessment through to resolution, ensuring actions, time entries, technical notes and client communications are accurate and kept up to date Prioritise work in line with client impact, urgency, service level commitments and service desk procedures Communicate clearly and professionally with clients, setting realistic expectations and providing regular progress updates until the issue is resolved ..... full job details .....