TECHNICAL HELP DESK AGENT

TRG Solutions Ltd
Bristol, BS16 7FL
Full-time, Permanent
Reporting to Technical Helpdesk Manager
Salary –£25,000 rising to £26,000 upon probation passing

ABOUT THE ROLE:

As a key member of our Managed Services team, you will play a critical role in managing customer service enquiries in line with company procedures and goals to ensure 100% customer satisfaction. Acting as the primary point of contact for Managed Service customer queries, you will work closely with Account Managers, the Technical Team, and Operations.
The ideal candidate will bring a proactive attitude, excellent attention to detail, and a genuine passion for delivering exceptional service. Alongside customer service expertise, experience with desktop/laptop support is highly desirable, as the role involves troubleshooting and resolving issues with end-user devices. Knowledge or experience with Microsoft 365 is particularly advantageous.

KEY RESPONSIBILITIES

• Resolve Managed Service customer incidents in line with agreed SLAs.
• Provide desktop and laptop support for end-users, ensuring swift resolution of hardware and software issues.
• Collaborate with third-party support teams to address and resolve end-user incidents.
• Redirect customer enquiries to the appropriate department promptly and monitor responses to maintain customer satisfaction.
• Manage and organise the general helpdesk ticket list, including immediate closure of spam and duplicate tickets.
• Regularly update customers on ticket and order statuses.
• Resolve ServiceHub issues and assist with user setup requirements.
• Produce reports on customer service performance as required.
• Undertake additional reasonable tasks delegated by the line manager.

KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED FOR THE ROLE:

• Knowledge of working with an ITSM tool is desirable but not essential.
• Experience in a helpdesk, contact centre, or desktop/laptop support role is highly desirable.
• Familiarity with Microsoft 365 is particularly advantageous.
• Strong customer-focused mindset, prioritising customer satisfaction.
• Proactive and self-motivated, with the ability to work under pressure and meet tight deadlines.
• Excellent verbal and written communication skills.
• Strong team player who can also work independently when necessary.
• Strong interpersonal skills, fostering effective relationships at all levels.
• Adaptable and willing to embrace change and new challenges.
• Interest in mobile technology and IT support.
• Exceptional attention to detail, with confidence to seek support when required.