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Job description

An exciting opportunity for someone who is starting their career within IT/Helpdesk Support who would like to join a supportive team withing a large technology business to drive their career forward.

Main Areas of Responsibility:

• Act as first point of contact for Product Support issues and requests, working with internal and external customers to resolve or escalate their technical issues and fulfil their requests.
• Contribute to the onboarding of new GFS customers.
• Completion time-sensitive support-related administration activities.
• Deliver support using the department’s Standard Operating Procedures, guides, and toolsets consistently and persistently.
• Respond to queries via email or phone.
• Log trouble tickets into Zendesk ticketing system.
• Classify and prioritise incidents and requests.
• Diagnose, troubleshoot, resolve incidents and problems, escalating where appropriate.
• Escalate tickets to the Second-Line support queue where Support Analyst cannot resolve.
• Monitor business escalation channels.
• Keep affected users informed about progress against tickets.
• Complete barcode range checks, requests, allocations.
• Review and action alert and exception reports.
• Update access rights.
• Participate in the technical and administration of customer onboarding, installs, and requests.

Education and Experience

Essential:

• Focused and organised in delivering fast and high-quality support service
• Demonstrable first line experience within a technical role

Personal Attributes:

• Natural trouble-shooter and problem solver
• Good customer service approach and team player
• Excellent written and verbal communications
• Able to manage own work plan and work efficiently in a remote environment

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Salary: £20,000.00-£22,000.00 per year

Benefits:

• On-site parking
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme

Work Location: Remote