Technical Assistance Specialist

2 weeks ago


Birmingham, Birmingham, United Kingdom Getting In Limited Full time

Job Brief

We are seeking a highly motivated Technical Assistance Specialist to join our team at Getting In Limited. As a key member of our support staff, you will play a vital role in delivering exceptional customer service and meeting our service standards.

About the Role

This is an exciting opportunity to work with us and develop your skills in providing first-line IT support via phone, live chat, and web-based contact form. You will be responsible for recording user contact accurately in our IT Service Management tool and identifying trends in incoming incident records.

Key Responsibilities

  • Provide technical assistance and support to users via various communication channels
  • Record user interactions and incidents in our IT Service Management tool
  • Identify and analyze trends in incident records to improve support services
  • Develop a deep understanding of our organizational structure and business functions
  • Participate in ITIL-based Incident and Problem Management processes
  • Update the IT Services Status Page and social media in response to service outages
  • Perform remote desktop support and document technical solutions for future reference
  • Advocate for users and escalate issues when necessary
  • Contribute to knowledge base articles and support equality and diversity initiatives

Benefits

We offer a competitive salary of £28,750 - £32,500 per annum, depending on experience, plus a range of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme.



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