ServiceDesk Specialist – IT Services and Support

Helping people find jobs in the local area since 2008 Service Desk Specialist – IT Services and Support

Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 60,000 clients across a wide range of products. Offering a cut-to-fit stoma product customisation service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation.

Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide. At the heart of the business are Fittleworth’s 360 employees who live and breathe core principles to continue the Schneider legacy.

Live the Schneiders’ Legacy, our noble purpose
Passionately serves Our Mission and Vision, while demonstrating the Immutable Principles

Be People Focused
Builds trust and collaborates with an inclusive and empathetic approach

Be Customer Centric
Considers the needs, experience, and feedback of customers in all we do

Be Performance Driven
Operates with an ownership mindset, driving meaningful outcomes

Be Agile
Innovates and adapts quickly, approaching change with curiosity while persisting through obstacles

The Service Desk Specialist – IT Services and Support provides comprehensive support across all computing hardware, software, proprietary systems, peripheral equipment, and network connectivity to ensure efficient, secure, and compliant business operations. The role is responsible for documenting and troubleshooting technical issues, escalating where appropriate, and contributing to the development and implementation of Service Desk metrics, standards, and processes to enhance customer service and operational performance.

The Specialist also supports wider IT infrastructure administration, participates in a 24/7 on‑call rotation for system availability and client support, and may collaborate with global IT teams on project work, including occasional out‑of‑hours activity or travel to other Fittleworth locations.

• Collaborate effectively with other IT teams to deliver high‑quality IT services across the organisation.
• Drive cross‑functional teamwork by resolving technical issues related to applications, desktops, laptops, and mobile devices, including the configuration of associated equipment.
• Serve as the Service Desk subject matter expert, providing guidance on computing issues involving hardware, operating systems, applications, and related products.
• Act as the primary IT point of contact for associates, ensuring timely and effective support for technical inquiries.
• Perform advanced configuration, administration, and maintenance of desktop systems, laptops, peripherals, and related equipment.
• Provide technical leadership and mentoring to junior Service Desk team members, supporting their development and capability growth.
• Lead the creation and maintenance of knowledgebase documentation for end‑user technologies at Fittleworth.
• Support the Asset Management Coordinator by maintaining hardware and software configuration items within the CMDB and assisting with inventory audits.
• Contribute to the strategic planning and implementation of desktop tools and systems to support business and IT objectives.
• Attend service reviews with key business units, analyse performance reports, and drive ongoing service quality, process improvements, and operational enhancements.
• Contribute to the development and enhancement of continuous improvement initiatives within the Service Desk.
• Create and maintain support documentation for Fittleworth’s end‑user technologies to ensure consistency and knowledge sharing.
• Identify opportunities for service optimisation, recommending new approaches, tools, and processes to improve efficiency and user experience.
• Provide management and performance reports as required to support operational transparency and decision‑making.

• Serve as a senior technical resource for the installation, maintenance, and support of technology across Fittleworth’s global…