IT Helpdesk/1st Line Support

Our client, a successful IT solutions provider to the SME sector, is currently seeking a First Line Helpdesk Technician. The ideal candidate will be engaging with excellent customer service skills and possess the ability to build good working relationships with customers and colleagues. Furthermore, they will demonstrate a good work ethic with a positive attitude and be able to work efficiently under pressure. Working within this fast paced and progressive company, you will primarily be responsible for providing 1st line support on the Helpdesk for technical issues. This will include telephone, email and remote assistance to customers. You will log Helpdesk tickets, update progress, monitor logged tickets against SLA’s and ensure 100% SLA statistics. Your role will involve troubleshooting technical issues for infrastructure customers and where necessary working closely with 2nd line support resources and you line manager. Your role will also involve liaising with third party companies such as HP, Cisco and Microsoft. Other duties include Project Administration within the department and assisting with Pre-Sales enquiries. Suitable candidates must be enthusiastic, eager to learn and will have:- • A-level or equivalent qualifications • Previous work experience in a Helpdesk/1st line support role • Excellent communication skills • The ability to follow processes and pick up new skills easily • A high level of computer literacy with general Desktop/Laptop knowledge • The ability to work in a high pressure, fast paced environment • The ability to translate technical language into user friendly information • A good understanding and awareness of IT terminology • Microsoft Office 2016, 2013 and 2010 knowledge • Microsoft Windows 7 to Windows 10 operating systems knowledge • A real passion and determination to work within the IT industry • Microsoft Windows Server 2012 and 2008 knowledge, HP Hardware, and Microsoft Cloud Services (Office 365, Intune, Sharepoint) are desirable but not essential