1st Line IT Support / Helpdesk Technician

Job details
Posting date: 19 April 2021
Salary: £20,000 per year
Additional salary information: Plus Benefits
Hours: Full time
Closing date: 18 May 2021
Location: BD21 1SY
Company: Hiredonline
Job type: Permanent
Job reference: 24300

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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

Proud member of the Disability Confident employer scheme

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About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

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