Trainee IT Helpdesk

Trainee IT Helpdesk / 1st Line Technical Support Technician / Service Desk Engineer with an interest in developing an IT career who has excellent written and verbal communication and customer service skills with the ability to learn new skills and who is technically minded is required for a well-established Cloud Solutions Provider based in Colgate, Horsham, West Sussex.

NO PREVIOUS EXPERIENCE REQUIRED – FULL TRAINING PROVIDED

Although you don't need previous experience, you must have an interest in IT / Technology and be keen to learn new skills. Any previous experience working on a First Line IT Help Desk would be extremely desirable, although not essential as full training and support will be provided.

SALARY: £23,000 per annum basic salary plus £2,000 per annum shift allowance + Full Training + Generous Benefits (see below)

LOCATION: Hybrid Working

Once you've completed your induction, you can work hybrid (2 days per week in the office in Colgate and 3 days per week from home)

JOB TYPE: Full-Time, Permanent

WORKING HOURS:

• 37 Hours per Week over 5 Days
• The Company provide Technical Support 24/7 and you will be part of a shift working rota between the hours of 7am – 1am. Each shift pattern is 7.5 Hours per Day
• Evening Shifts are worked from Home
• At the point of the start of the 24/7 shift rota an additional consideration will be paid for the shift pattern.

PLEASE NOTE: The office is located in a remote area with no public transport links. You will need a Drivers Licence and your Own Vehicle when working from the office in Colgate.

JOB OVERVIEW

We have a fantastic new job opportunity for a Trainee IT Helpdesk / 1st Line Technical Support Technician / Service Desk Engineer with an interest in developing an IT career who has excellent written and verbal communication and customer service skills with the ability to learn new skills.

Working as a Trainee IT Helpdesk / 1st Line Technical Support Technician / Service Desk Engineer your primary focus will be to provide first line support to the company's customer base acting as the first point of contact for clients.

As the Trainee IT Helpdesk / 1st Line Technical Support Technician / Service Desk Engineer your primary objective of the role is to provide first time resolution, this will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of the 2nd or 3rd line specialist teams to investigate and resolve.

This job would be perfect for someone with experience within a similar role looking for a new challenge but also presents itself as a fantastic opportunity for someone looking for a break into the IT industry. With focus on customer service, you will be fully supported and trained to gain the knowledge and skills required to reach your potential within this role, opening doors for progression within our expanding company.

ABOUT THE COMPANY

As a successful candidate you will join an award-winning provider of Connected Cloud Solutions with a £92m turnover, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry.

The business has a strong company culture enjoyed by 390 employees and was ranked as outstanding in the Sunday Times Best Companies to Work for Awards 2021 and is in the top 50 Technology Companies to work for in the UK.

DUTIES

Once fully trained your duties as a Trainee IT Helpdesk / 1st Line Technical Support Technician / Service Desk Engineer include:

• First point of contact for support enquiries by phone, email and client portal
• Responsible for working within the support team and escalating problems to the necessary engineers. Logging details of faults in our ticketing system, diagnosing and resolving faults
• Coordinating tests and troubleshooting with clients to resolve technical faults
• Liaising with vendors, suppliers and partners to resolve technical faults.
• Keeping clients well informed on progress of support tickets, by phone and email
• Reaching resolution of incidents within SLA and to quality standards
• Providing occasional remote hands assistance to customers

CANDIDATE REQUIREMENTS

Experience / Qualifications: Essential:

• Demonstrates excellent written and verbal communication skills
• Demonstrates good organisational skills
• Has a strong enthusiasm for technology and delivering world class customer service.
• Is a strong team player
• Due to the remote location of the office, with no public transport links, you will need a Drivers Licence and your Own Vehicle when working from the office in Colgate

Desirable:

• Awareness of ITIL framework
• Awareness of WAN / LAN technologies
• Experience working within a service desk environment
• Good working knowledge of Microsoft Business Applications

BENEFITS

• Subsidised Health and subsidised dental care
• Employee Assistance programme (EAP)
• Life assurance (3 x salary)
• Sodexo Discount Platform
• Breakfast and refreshments on working days.
• Pension contribution- 5% company contribution.
• Generous Holiday Entitlement
• One day off for Birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV's of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P12431

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