THE ROLE

We are looking for an enthusiastic customer service-focused individual with previous experience of working within the ICT sector, preferably in an IT Helpdesk or IT Delivery role.
You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and close that ticket. If you are unable to assist due to knowledge, you will be responsible for escalating the ticket through to another Engineer. This role will also include attending customers sites when on-site assistance is needed.

RESPONSIBILITIES

• Respond to user inquiries and provide technical support through various channels such as phone, email, or chat.
• Resolve problems by applying known solutions or escalating more complex issues to higher-level support.
• Investigating and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues.
• Create and maintain detailed records of user requests and reported issues in a ticketing system.
• Prioritise and categorize tickets based on urgency and impact.
• Create documentation and knowledge base articles to assist users in resolving common issue
• Ensuring all open cases are updated with relevant information and customers are regularly updated.
• Provide excellent customer service by communicating effectively and professionally with end-users.
• Attend customer site to assist with tickets that cannot be resolved remotely.
• Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development.

DUE TO THE NATURE OF THE ROLE THE COMPANY WILL NOT BE ABLE TO OFFER SPONSORSHIP OR RELOCATION ASSISTANCE SO CANDIDATES MUST ALREADY RESIDE IN THE UK.

Job Types: Full-time, Permanent
Pay: £28,000.00-£35,000.00 per year

Benefits:

• Additional leave
• Company pension
• Employee discount
• Health & wellbeing programme
• On-site parking
• Referral programme

Work Location: In perso