The Role:
We are seeking a motivated individual with an ambition to build their career in IT to join our Helpdesk team. The successful candidate will be assisting in providing a 24/7 1st line support service to all users within the business, working with the latest technologies as well as the established legacy systems.
What’s In It for you…
- Competitive salary, shift allowance, bonus scheme and pension
- A great Company culture
- Your birthday off
- Generous staff discount
- Healthcare cash plan
- And tons more…
Your day-to-day duties and responsibilities will include:
- Providing 24/7 1st line support, on a shift rota basis, ensuring that you provide excellent customer service in an efficient, on-time, and accurate manner.
- Liaising with internal users to resolve problems and queries, escalating to the 2nd or 3rd line support as appropriate.
- Liaising with 3rd parties, as and when required, to resolve problems and queries.
- Analysing support requests and participating in the continuous improvement of Helpdesk response, processes and procedures.
- Contributing to the continuous maintenance of relevant team documentation, work instructions, FAQ’s and support guides, creating documentation were required for effective knowledge sharing across the team.
- Working closely with internal users to identify support or change requirements, and where appropriate, recommend possible solutions for systems within your remit.
- Working with a ticket system, ensuring that the detail for requests or issues are logged correctly and accurately.
- Building devices (Laptop/Desktop/Tablet) for new starters/replacement hardware for existing business users, using defined build processes and build systems provided.
- Operating Systems and Software application maintenance and upgrades.
- Supporting the 3 Warehouse Operations of the business, including the latest Android technology RF Guns and Zebra Mobile Printers, ensuring all Warehouse issues are resolved quickly and efficiently.
- Setting up and supporting Company Mobile Devices (Apple/Android).
Hours of work:
You will be working a rotating 4 days on, 4 days off shift pattern, an average of 40.25 hours per week, in 4-week blocks to provide a 24/7 helpdesk support presence at both our head office and at our warehouse.