IT Helpdesk / 1st Line Support Agent
– Full Time position (salary dependent upon experience) Helpdesk Great Dunmow – Essex
Are you looking for an IT Support job which is more than answering the phone and logging tickets? Can you remotely troubleshoot IT problems using pre-prepared guides (KB articles)?
Do you want exposure to a broad range of IT Support requests on desktops and servers?
If the answer to the above is yes, then this could be the position you are looking for…
They are looking for an enthusiastic, dependable IT Professional with an excellent telephone manner, to be a key part of their Helpdesk First Line Team, who are the first people to attempt to resolve Tickets logged.
They are proud to provide a high quality service, so they are looking for an individual with excellent communication skills and strong attention to detail, and with a desire for customer service excellence.
Responsibilities:
- Creating, updating and closing IT Support Tickets from requests made by phone and email
- Working on those IT Support Tickets, as one of our Initial Agents, from technical guides provided
- Recording work done and progress in the Ticket
- Escalating unresolved tickets to 2nd / 3rd line support as necessary.
- Updating client information files with changes
- Liaising with clients up to board level on the telephone and in writing via email
Skills, Qualifications & Experience:
- Customer service know-how with a polite and professional telephone manner
- Excellent written communication skills
- Attention to detail with accurate data entry skills
- Commitment to the customer experience
- Positive attitude with a willingness to learn and progress
- Knowledge of common workplace IT issues such as Microsoft Windows and Office / networking / User Accounts / Mailboxes / printer & peripheral troubleshooting
- Ability to follow procedure and guides provided accurately
- be able to work both unsupervised and as part of a team
About the Company:
They are a high quality Business-to-Business IT Solutions, Support, and Software Development provider, established for over 16 years. They are a small friendly team where everyone can get involved in a broad range of technologies.
At their office, the open sharing of knowledge is actively encouraged. If you like working with computers and solving problems, then you'll find there's no better bunch to work with. And the harder you work and the more you contribute, then the better you'll do.
Full Time position core hours 08.30 to 17.30