Technical Helpdesk Consultant 1st Line
7 months ago
**Kick ICT Group**
Kick ICT Group is one of the fastest growing providers of IT Services in the UK, with a talented and highly skilled team that provide outstanding service and value to our customers.
Founded in 2015, we have enjoyed significant expansion through a combination of organic growth and a successful M&A strategy.
Combining over 40 years of expertise and service from respected industry players, Castle and Talon, our four divisions, Technical, Dynamics, Infor and Communications allow us to deliver tailored expertise to each client.
We pride ourselves on our commitment to providing outstanding IT solutions, services and support. Yet we believe that it's how we work with people that is most important to us.
**You can trust in our expertise.**
**The Role**
**BASE LOCATION**: Bellshill
**SALARY**: £21K-£24K Depending on skills and experience
**WORKING PATTERN**: Permanent I Full-time (35 hours per week)
As a 1st Line 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**: £20,000.00-£24,000.00 per year
**Benefits**:
- Casual dress
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
Schedule:
- Monday to Friday
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Bellshill, ML4 3NJ
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