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Help Desk Technician

2 months ago

manchester, United Kingdom Chess Full time

Job Summary

We are seeking a highly skilled and enthusiastic 1st Line Service Desk Engineer to join our Cloud and Devices Support team at Chess, a leading independent technology service provider.

The Role

As a 1st Line Service Desk Engineer, you will be responsible for delivering exceptional customer service by communicating clearly and accurately logging client support issues on our systems.

You will carry out basic troubleshooting activities and provide first-time fixes, escalating support incidents to 2nd line and 3rd line engineers when necessary.

You will achieve agreed customer service levels, effectively communicate with colleagues, customers, and suppliers, and understand core Chess products and services to identify up-sell opportunities.

Key Responsibilities

  • Deliver exceptional customer service through clear and accurate communication
  • Carry out basic troubleshooting activities and provide first-time fixes
  • Escalate support incidents to 2nd line and 3rd line engineers when necessary
  • Achieve agreed customer service levels
  • Effectively communicate with colleagues, customers, and suppliers
  • Understand core Chess products and services to identify up-sell opportunities

Requirements

  • Excellent telephone manner and communication skills
  • Reliable and hardworking
  • Organised and self-motivated
  • Knowledge of basic technology products and services
  • Interest in personal development and growth mindset regarding new skills
  • Basic understanding of PC hardware
  • Microsoft Windows and Microsoft Office 365 end-user skills
  • MCP certification would be beneficial but is not essential
  • Confidence to diagnose and fix customer issues

Why Chess?

Chess is a leading independent technology service provider, employing over 360 skilled people across the UK, supporting over 21,000 UK businesses.

We pride ourselves on our inclusive culture and offer a range of benefits, including health care support, enhanced pay, and access to employee benefits and rewards.

Benefits

  • Health care support – UK Healthcare, eye tests, flu jabs, onsite health screens
  • Enhanced Pay: Maternity, Paternity, Adoption Leave and Shared Parental Leave
  • Access to employee benefits, rewards and recognition platform, Perkbox
  • Hybrid working support - Allowance towards a home desk and chair
  • Loyalty point scheme – allowing you to use your points to increase your benefits each year
  • Access to our Future Fit benefits package – including Mental, Physical and Financial support
  • 20 days paid holiday p.a. plus public holidays.
  • Buy & sell Holiday scheme – 2 opportunities per year to buy or sell up to 5 holidays
  • Additional holidays: Half Day Fridays and a Wellbeing Day
  • £100 per year matched charity donation, plus payroll giving options

Working Arrangements

We offer flexible working options, including hybrid working, which allows you to work from home while also having the option to work from one of our local hubs.

Ad-hoc travel to offices within the group and other locations may be required on occasion.