Vacancy – First Line Helpdesk Support

First Line Helpdesk Support

As 1st line support working with the service desk team you will provide support to our clients. The support will be relevant to our market leading visitor management software and any supporting hardware and peripherals supplied by us.  The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of issues, which may range from straightforward to more complicated technical nature. You will also work within a team assisting the service delivery aspect of implementing our systems into our client base.

Scope of Responsibilities

  • Act as the initial point of contact for phone calls and emails from regarding client system issues and queries.
  • Receiving, logging and managing client support tickets.
  • 1st line support – troubleshooting of related problems from software to hardware.
  • Troubleshoot network and broadband issues.
  • Escalate unresolved calls to the infrastructure support team.
  • Take ownership of client problems and follow up the status of problems on behalf of the client and communicate progress in a timely manner.
  • To fall in line with the company SLA.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Any other ad hoc duties as and when required

Skills and Experience

  • An ability to assess each customer/employee’s IT knowledge levels.
  • Logical thinker.
  • Good analytical and problem solving skills.
  • Up-to-date technical knowledge.
  • Accuracy when recording information.
  • Keen team player as well as being able to work independently.
  • Excellent communication skills both written and verbal.
  • Excellent knowledge of or similar CRM Platform.
  • A customer focused attitude, and the ability to influence and persuade using effective communication skills.

Location – Head Office, Crewe.
Hours – 8am-4pm / 9am-5pm / 9.30am-5.30pm on a rota basis
Reporting to – Commercial Manager

To apply, email enclosing a letter of application, current CV and stating the position of ‘First Line Helpdesk Support Vacancy’ in the title.

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