Job Description
Up to £30,000 + Bonus + Great Benefits
In order to continue providing the industry leading technical support for which our client has become renowned, an ambitious, highly organised Helpdesk Analyst is required to join this friendly, forward-thinking company. The successful candidate will use their ability to prioritise a dynamic workload coupled with their exceptional customer service skills to help drive even greater growth for this well-established provider of a wide range of IT support services to both public and private sector clients.
With more than two decades of experience in IT support and system design, our client works across a diverse range of industries assisting at any and every stage of the IT delivery process. Every package they provide is tailor-made to suit their customers. They only provide solutions that help their clients achieve the highest level of operational efficiency, whilst working as a trusted advisor at all times.
The successful candidate, who may currently be working in a similar 1st line support role, will act as the face of the company, utilising their exemplary customer service skills and technical ability, ensuring each customer contact is the best possible experience for the end user.
Responsibilities include taking calls from customers, raising tickets and attempting, where possible, to provide a first-time fix for callers to the Helpdesk. Based at our client's impressive, recently extended offices in Farnborough, the role is 100% customer facing via both calls and email. The ideal candidate will have some experience of prioritising queuing calls, ageing tickets and understanding when to escalate tickets to 2nd or 3rd Line Support. Excellent communications skills are essential, including good descriptive skills and questioning techniques in order to truly understand and resolve issues as effectively as possible.
Key Responsibilities
Answering calls from end users in a professional and polite manner
Working to resolve where possible calls as FTF (First Time Fix)
Working within SLAs to manage customer issues and ensure calls are handled correctly, escalating to internal teams or 3rd parties where necessary
Following up with customers at the completion of a ticket, from any team, to ensure their satisfaction before closing the ticket
Ensuring that any ticket raised has complete detail of the issue(s) and all tasks undertaken in the resolution of the ticket to date
Ensuring all tickets raised are completed to a high standard of information, where necessary capturing any changes to the end user information - e.g. contact number, working location, equipment asset tag etc
Skills & Experience
A good understanding of Help Desk tools and ticketing
Excellent understanding and practical experience of Windows based environments
Knowledge of incident, problem, request, change and release management.
Ability to use logic and reason to troubleshoot and fault find.
Excellent communication & customer service skills
ITIL Foundation certificate - desirable
Attention to detail, dependability, integrity, adaptability and flexibility
Ability to give full attention to what other people are saying, and to use logic and reason to identify the strengths and weaknesses of alternative solutions
Analytical thinking to identify complex problems and review related information to develop and evaluate options and implement solutions
Able to work with peers to ensure complex technical problems can be explained to non-technical colleagues to increase a wider understanding
This is a wonderful opportunity for an ambitious individual to join an equally ambitious MSP as they continue to grow, offering a wonderful benefits package including an individually focussed bonus, training budget, 10% pension scheme, well defined career development pathways, attractive holiday allowance, free parking, employee and business referral scheme and a travel loan. All in addition to a 35-hour, full time working week across 08:00 - 16:00 and 10:00 - 18:00.
If you're interested in taking your career to the next level by joining an organisation that believes in treating each team member with respect, apply now!