1st Line Helpdesk Technician

at  iFacility

We are seeking an experienced and dedicated IT Helpdesk Technician to join our team to work a four on four off shift pattern.
The successful candidate will be responsible for managing and maintaining installations and support for a portfolio of customers, handling technical issues for CCTV recording and monitoring, intruder alarm technology, access control, software, and network support.
relevant experience in IT helpdesk management and excellent customer service skills,
Key Duties and Responsibilities:
- Manage installations and support for a portfolio of customers
- Work with remote engineers to ensure all areas of CCTV, intruder alarm, and access control are configured to high standards
- Provide remote reactive and preventative maintenance for customer systems
- Handle calls, emails, and support cases for customers while keeping them updated on progress
- Resolve issues remotely or set up cases for field engineers to attend
- Support field engineers on site to lead successful resolutions of faults
- Update customer support cases and process through to invoicing
- Participate in training activities including certification as required
- Contribute to the development of colleagues, systems, processes, procedures

Experience:

• Demonstrated capability working in a contact center technical role
• Experience with remote support software
• Desktop PC troubleshooting experience
• Proven excellence in customer service
• Ability to build trust with new/existing customers

If you have relevant experience in IT helpdesk management and excellent customer service skills, we encourage you to apply today!
Job Type: Full-time
Pay: £24,700.00-£26,000.00 per year

Benefits:

• Free parking
• On-site parking

Experience:

• Technical support: 1 year (required)
• Customer service: 1 year (required)

Work Location: In person
Application deadline: 28/02/2025
Expected start date: 31/03/202

Please refer the Job description for details