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1st Line IT Support / Helpdesk Technician

Employer
Cosurica
Location
BD21 1SY, Keighley
Salary
Circa £20,000 per annum + 24 days holiday (+bank hols)
Closing date
17 May 2021

View more

Job Sector
IT
Contract Type
Permanent
Hours
Full Time

An exciting opportunity has arisen for a Full- Time 1st Line IT Support/Helpdesk Technician within an established, growing and highly regarded Microsoft Certified Gold Partner IT Support Services business. 

Salary: circa £20k per annum, 24 days holiday (+ bank holidays)

Excellent training and development opportunities.

If you have good working knowledge of:

  • networking principles
  • operating systems and servers
  • hardware & software, to include MS Office 365

along with previous customer service experience in a help/service desk and professional managed service environment (ideally in IT support), then read on!

Key responsibilities of the role include:

  • Providing 1st line support for customers via the helpdesk; online, via email and telephone, troubleshooting and responding to customer requirements
  • Recording and monitoring incidents and reported problems, updating the CRM system with information as required
  • Ensuring quality of service by developing a thorough and detailed knowledge of technical products and services
  • Achieving and maintaining helpdesk KPIs and SLAs
  • Multi-tasking, tracking and responding to tickets at various stages of completion
  • Communicating the root cause and resolutions to customers in non-technical terms
  • Providing technical support with other services such as product installation & configuration
  • Assisting in identifying themes and trends and developing tools to improve business processes
  • Proactively identifying customers experiencing repeated issues or requests that are not resolved to the customer’s satisfaction. Escalating issues, as needed
  • Providing recommendations about how to improve the customer experience
  • Maintaining commitment to personal development of technical knowledge & skills in line with business requirements and certifications
  • Communicating effectively with hardware & software suppliers and external support providers as required

To be successful in the role you will have:

  • Good working knowledge and experience in Microsoft 365 Office tools, Windows servers/applications/systems, Active Directory and Group Policy management. *Recent Microsoft Technical Qualifications or other recent industry-recognised qualifications will also be advantageous
  • A strong desire to grow and develop; a self-starter with the motivation and drive to learn
  • The ability to work within a fast paced, deadline orientated environment
  • The aptitude and ability to pick things up and learn new skills/technologies quickly and easily
  • Strong interpersonal skills to communicate at all levels, as a team player
  • Excellent problem-solving skills, through analysis and critical thinking
  • A high level of accuracy and attention to detail.

In return you will have the opportunity to grow and develop within a professional, friendly team with the scope and exposure to really contribute and make a difference to both personal and business success.

Working hours: Monday – Friday 37.5 hours, 0900- 1730 with some flexibility required for out of hours working, including very occasional weekends

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