1st Line IT Support / Helpdesk Technician
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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