Help Desk Specialist
14 hours ago
THE ROLE
To support our evolution and expand our team, we are looking for a 1st line Helpdesk Technician to work in our local team as part of our wider
Helpdesk.
As our new team member, you will be supported with a structured training plan and guided by supportive colleagues in a friendly environment. You will in turn react flexibly to changing requirements and be a reassuring first point of contact for our customers in any situation.
KEY RESPONSIBILITIES
- To handle technical queries received by phone calls/email/customer centered
- To redirect any calls for other areas of the business to the correct area
- Provide 1st line trouble shooting support for all company products
- Find root causes of issues and communicate appropriately to internal/external customers
- Schedule Field Service Engineer visits as required
- Manage Field Service events through to completion
- Order and track service parts required to resolve customer issues
- Manage time and materials cases from quotation through to invoicing
- Find opportunities to improve our service and highlight them correctly.
- Work with the wider team to learn and further develop problem solving techniques.
- Hybrid schedule (3 days in office Tuesday, Wednesday & Thursday)
YOUR PROFILE ESSENTIAL
- You must enjoy making and taking customer calls and always try to find a first-time fix with the customer in the shortest possible timescale
- You will have demonstrable IT related experience or similar technical experience with Windows operating systems and their applications
- You have a solution focused mindset and enjoy working as part of a team to share knowledge
- You have a strong analytical mindset and an irrepressible desire to bring a problem to the solution using all available means
- Experience with Customer Management systems, ideally NetSuite
- Previous similar role held
- Previous Telephony/customer service experience
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