Technical Helpdesk Consultant 1st Line - Bellshill, United Kingdom - Kick ICT Group

Kick ICT Group

Verified Company

Bellshill, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Kick ICT Group
We have ambitious plans for the future.

Our vision is to build a sustainable single-source IT services business of scale, with a talented and highly skilled team who provide outstanding service and add value to our customers.

To support our growth strategy, in 2019 we acquired and refurbished a 20, 000 sq. ft headquarters building in Strathclyde Business Park.

The Role

BASE LOCATION:
Bellshill

SALARY:
Depending on skills and experience

WORKING PATTERN:
Permanent I Full-time (35 hours per week)

As a 1st Technical Helpdesk Consultant, you'll play an important role in the continued success of our business.

You will be expected to respond to and work through the support cases logged into the technical 1st line support queue in priority order and work with the customer to resolve their issues.

Key responsibilities

Take 14 cases per day. This figure will fluctuate dependent on the number of incoming cases.
Communicate with the customer in a warm, friendly and professional manner.
Monitor the queue and the SLA response times taking cases before the SLA expires.
Manage cases within your queue and update at the end of each week, with a maximum of 10 cases still open (where possible)
Keep notes current and up to date on each communication.
Communicate with each case daily.
Liaise with the customer before closing a case to get agreement the issue is resolved.
Assist other departments within the company with support issues where technical assistance is required.
Update customers technical documentation as required.

What Do I Need?

3 years years 1st line experience working with Office 365 and basic server knowledge
Excellent telephone manner
Strong work ethic
Positive attitude and desire to provide excellent customer service
A desire to do the very best you can in everything that you do
Organisational skills with the ability to handle multiple tasks simultaneously
Strict attention to detail
Punctuality
A team player willing to contribute to the team and suggest improvements
The desire to go that extra mile for great customer service
Experience in a similar role

Benefits

Competitive salary
30 days annual leave (plus a birthday holiday)
Additional Service Days
Group personal pension plan
Private medical insurance scheme
Hybrid Working
Life cover (2 x final salary)
Cycle to work scheme

Kick recognises the value of a diverse workforce and are committed to making our working environment inclusive for all.

Job Types:
Full-time, Permanent

Salary:
£19,000.00-£24,000.00 per year

Schedule: