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Service Desk Trainee
3 months ago
**Vacancy**:Service Desk Trainee Technician
**Reference**:MSTT/PB/BSE/05/2024
**Date**:31/05/2024
**Contract**:Permanent
**Hours of Work**: Full Time (36.25 hours per week)
**Reporting to**:Managed Services Team Leader
**Salary**: £21,564 per annum
**Location**:Hybrid Working between home and one of our UK offices: Peterborough (Cambridgeshire), Bury St Edmunds (Suffolk) or Lisburn (Northern Ireland)
**About Xperience**
Xperience helps SMEs unlock the full potential of their business using Digital Solutions, built with Xperience.
Our industry experts get to know our client’s business inside and out, exploring processes, pain points and people, to build tailored technology across Cloud & IT Services, Cyber Security, CRM, and ERP.
With solutions designed around client operations, we provide the freedom to be more productive and focus on what is important for your business - without getting side tracked by the admin. At Xperience, we create digital solutions with the power to improve and protect your business, both now and in the future.
Our people are what make us different. They are the primary reason our clients recommend us. Their unique skills and infectious energy help our clients focus on what matters most. Our people actively engage with clients using a collaborative style that prioritises teamwork and trust.
As a rapidly growing business, we look for people who share our values (of integrity, collaboration, ambition and success) to come on our growth journey with us, and create an amazing career #BuiltwithXperience
**About the role**
We are undergoing an exciting time in our evolution and now seek a **Managed Services Trainee Technician **who is passionate about supporting customers with their IT**.** Joining an established Managed Services Helpdesk Team, you will gain experience and training in the delivery of best-in-class Managed IT support to our growing customer base.
**What you’ll be getting up to on a day-to-day basis**:
- Be the first point of contact for technical support to both internal and external stakeholders
- Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded
- Use the helpdesk management system to log tickets for internal and external stakeholders, where raised by telephone
- Perform initial investigation and where required, escalate the incident to our Level 1 / 2 or Level 3 technical teams, ensuring high levels of customer care
- Pro-actively monitor internal systems including backup reports, network and device monitoring systems, anti-virus and patch management dashboards etc. to identify issues of concern, taking action to create a support incident on behalf of a client
- Configure, deliver & deploy PC’s, laptops and printers for internal and external stakeholders
- Perform regular remote or on-site maintenance on behalf of our clients
- Refer client requests for advice & consultation to Business Solutions and Commercial teams
- Provide on-site technical support and/or to facilitate the collection and delivery of Refer client requests for advice & consultation to Business Solutions and Commercial teams
- Take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
- Collaborate with peers and other areas of the business to increase internal product and service knowledge
- Manage and monitor internal and external ICT systems and platforms performing any necessary maintenance
- Take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
- Collaborate with peers and other areas of the business to increase internal product and service knowledge
**Essential Criteria**:
- Previous experience in a customer service role
- Able to evidence strong communication skills and proficiency in English language, both verbal and written
- GCSE Maths and English at Grade A*-C or 9-4 (or equivalent)
- A passion for using technology to help customers
- Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)
**Desirable Criteria**:
- At least 1 years’ previous experience in an IT/Professional Services organisation
- Previous experience in an internal or external facing helpdesk support team
- Previous hands-on experience with ticket management systems e.g., ConnectWise
**What can we offer you as a valued employee?**
- 30 days annual leave plus 8 bank holidays
- 1 additional day’s leave for your birthday
- Employer pension contribution
- Hybrid working
- Cycle to Work Scheme
- IT Purchase Scheme
- Access to Skillsoft Learning and Development Platform
- Employee Assistance Programme
- Referral bonus scheme of up to £1,500 when you successfully refer a friend
**Application Process**:
**Competencies required for role**:
**Teamwork and Collaboration*
