1st Line Support

3 weeks ago

Horsham, United Kingdom Lloyd Recruitment Services Ltd Full time

**1st Line Support - Helpdesk Technician**

**£18-25,000 ** Subsidised parking scheme ** Full training programme ** Monday to Friday ** Regular team socials ** Pension ** 22 days hols + bank holidays ** 10 min walk from station**

Are you seeking a 1st line support role within a dedicated Helpdesk Team, with future potential to move into a 2nd and 3rd line position?

Would you be keen to be one of the first points of contact for any client enquiries / queries regarding their on-line experience issues?

Do you want to work for an employer who provides a perfect balance of work and fun - but always professional?

This is a genuine chance to get your feet under the table, gain first class training, and become part of a fantastic company, where you'll be assisting and guiding clients through a series of tasks or troubleshooting, using diagnostic tests and remote accessto their computers, to try and resolve the issue asap before escalating it up the line to 2nd and 3rd level.

Job duties:

- Working with other staff members on troubleshooting and diagnosing problems
- Keeping fully aware of any new and updated software and hardware issues
- Providing technical assistance for questions and problems
- Diagnosing system errors and other issues
- Following up with clients to ensure full resolution of issues
- Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
- Running reports to analyse common complaints and problems
- Installing or changing software to fix issues
- Remotely accessing hardware or software for clients to make changes and fix problems

Ideally you'll already have:

- Ideally experience gained in troubleshooting / diagnosing problems, progressing them to colleagues if currently out of your remit / understanding
- Experience with Network repairs and analysis
- Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
- Understand the importance of providing and maintaining first class customer experience at all stages.

Consideration can be given to both experienced 1st-2nd line helpdesk technicians, as well as trainees, with an IT degree or qualification gained from college/6th form.

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