Support Specialist

1 month ago


London, Greater London, United Kingdom Southbank-IT Full time
About Southbank-IT

We are a professional IT services company that prioritizes our clients' needs to deliver bespoke solutions. Our approach involves understanding our clients' business requirements before proposing tailored solutions that provide reliability, availability, security, and scalability features and benefits.

Our solutions are backed by a quality support service that utilizes smart technology to proactively monitor systems and solutions.

We are a growing company with a strong focus on innovation and customer satisfaction. We offer a range of benefits, including flexible working, a good benefits package, and competitive salary.

About the Role

The 1st Line Support Technician will act as the primary point of contact for IT issues and queries. The successful candidate will ensure the highest level of customer service is provided and will have a commitment to achieving SLA targets.

This role would be suitable for someone with a strong desire to progress and expand their IT Support skillset via official accreditations and additional training.

Responsibilities & Duties
  • Act as a first point of contact for IT issues and queries
  • Monitoring of hardware and technical troubleshooting
  • Respond within agreed SLAs
  • Ensuring the highest level of customer service is provided
  • Take ownership of client queries
  • Escalate queries to senior team members
Qualifications & Competencies
  • Customer Focused. Must have an excellent record in providing high-quality customer service. The candidate must take pride in ensuring the customer experience is positive from the logging of the call all the way to the resolution of the problem.
  • Communication. Excellent phone manner. Must be able to communicate on all levels, both verbally and written.
  • Team work. Understands the different elements it required to collaborate as part of a team.
  • Independent. Must be able to demonstrate they can work independently, be organized, and make informed decisions.
  • Time keeping. Prompt attendance required daily, whether working in the office or attending site.
  • Problem Solver. Must enjoy the challenge of troubleshooting with the ability to provide technical support/solutions.
Experience
  • 1 year minimum experience in an IT support role
  • Experience in a customer-focused role
  • Working knowledge of Microsoft Office 365 and Windows Applications
  • Ability to work in a proactive way in a fast-paced environment
  • Strong accuracy and organization skills
  • Excellent written and communication skills
Why Work for Us
  • Starting at 25 days annual leave + Bank holidays
  • 5% Pension
  • Life insurance of x4 base salary
  • Flexible working
  • Ride to Work salary sacrifice
  • External courses for career development
  • Annual bonus (discretionary based on Company performance)
  • Annual salary review

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