Helpdesk Support Specialist

1 month ago

Eastbourne, East Sussex, United Kingdom Ingenio Technologies Full time
Job Title: 1st Line Helpdesk Support Engineer

We are seeking a motivated and enthusiastic individual to join our dynamic team as a 1st Line Helpdesk Support Engineer. This role is perfect for those embarking on their IT career journey or aiming to solidify their foundational technical skills.

Key Responsibilities:
  • Provide initial support for common software and hardware issues, including basic troubleshooting.
  • Handle incoming client calls and emails, ensuring a friendly and professional customer experience.
  • Accurately log and manage support tickets in the system.
  • Escalate complex technical issues to 2nd Line Support teams as needed.
  • Collaborate with team members to ensure effective resolution of client queries.
  • Contribute to the knowledge base by documenting common problems and solutions.
Client Interaction and Communication:

Deliver clear and user-friendly assistance to clients, many of whom may possess limited technical knowledge.

Demonstrate patience, understanding, and a positive attitude in all client interactions.

Effectively communicate technical information in a non-technical manner.

Documentation and Knowledge Management:

Maintain accurate records of client interactions and resolutions in the support ticket system.

Ensure clear documentation of processes and solutions for future reference.

Professional Development:

Engage in ongoing learning opportunities to enhance technical skills and customer service abilities.

Participate in training sessions and workshops to stay updated with the latest technologies and best practices.

Requirements:

Although no formal IT work experience is required, you will need a demonstrable interest in IT, such as a personal home lab.

This role would be suitable for recent IT graduates, self-taught Tech enthusiasts, or a relatable technical role.

Basic understanding of common operating systems, networking concepts, and office software.

Excellent communication and problem-solving skills.

Eagerness to learn and adapt in a fast-paced environment.

Company Culture and Benefits:

Work in a supportive and learning-focused environment, ideal for personal and professional growth.

Benefit from a range of perks including health schemes, flexible working options, and a friendly office atmosphere.

Participate in regular team events and activities, fostering a collaborative and enjoyable work culture.

Benefits:

25 Days' holiday + bank holidays.

Access to comprehensive training programs with a focus on continuous learning and development.

One day of homeworking per week to support work-life balance.

Private cashback health scheme after probation.

Use of pool vehicle for work-related tasks.

Comfortable working environment with ergonomic chairs and electric standing desks.

Bean-to-cup coffee machine and complimentary soft drinks.

Free, ample on-site car parking.

Proximity to public transport: 10 minutes' walk to train and bus stops.

Subsidised EV charging points.

Enjoyable summer and winter company parties.

Regular, scheduled one-to-ones and annual performance reviews.

Mileage allowance for travel-related tasks.

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