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Help Desk Support Technician

Posted on Aug 14, 2019 by CV-Library

Banbury, Oxfordshire, United Kingdom
Wholesale Trade
Immediate Start
£20k - £23k Annual
Full-Time
Company: who will I be working for? As 1st Line Support / Helpdesk Technician you will be working for a rapidly growing independent company based in Banbury, but with strong client partnerships throughout the UK. This opportunity would suit someone passionate about technology and people, someone who makes the IT support process fun and engaging. The purpose of this role is to connect with customers, build relationships and make the process of solving their 1st line support enquiries smooth running. It is all about delivering the best customer experience, whilst also enjoying the challenge of solving a problem. You will be reporting to the Help Desk Supervisor and responsible for assisting the team in resolving technical issues.

Action: what will I be doing?

Managing inbound calls and emails in-line with company SLA using remote assistance software

Assisting and educating customers in a polite, friendly fashion with the use of product features

Completing detailed case notes in the CRM system

Updating the company's database and producing user guides / videos

Developing and maintaining detailed technical knowledge of the product portfolio

Keeping up to date with changes in the industry relating to desktop and mobile operating systems

Measure: the skills I need…

Preferably two year's customer service experience or technical role in B2C and / or B2B

Excellent knowledge of office applications including document creation and spreadsheets

Ability to monitor and communicate client status escalating issues via technical and sales teams

Proactively able to solve customer enquiries

Strong verbal and written communication skills within a professional environment

Understanding of Remote Assistance software solutions, CRM applications and web based CMS

Excellent knowledge of Microsoft Windows client operating systems including in-depth configuration settings and system management

Ability to diagnose and resolve common Windows user issues and networking problems

Ability to read and understand technical documentation

Positive attitude and approach to tasks

Proactive with suggestions

Opportunity: what's in it for me?

To be part of a hugely developing and highly respected company, as well as being an intrinsic part of the support team it is imperative you have a passion for IT, technology and people. This is not the type of role to hide behind a computer, you will be in amongst the team, talking about solutions, new ideas and innovative ways to move the support service forward. The most important area for consideration is this role is it more than a job - this is the start of huge potential within a massively growing company. To be successful for this role you will be experienced with 1st line helpdesk tasks as a 1st Line Support Technician, IT Assistant, or Helpdesk Assistant. Salary is £20,000 - £23,000 depending on experience, plus additional benefits including competitive holiday allowance, free parking and more

Reference: 210607230

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