Help Desk Technician

3 weeks ago


Swindon, Swindon, United Kingdom Peaple Talent Full time
Help Desk Technician

Pursue a role as a Help Desk Technician with Peaple Talent, requiring 2-3 days a week in the office.

Estimated Salary: Up to £28,000 + 7.5% on-target bonus

About the Role

We are seeking a highly skilled Help Desk Technician who is passionate about delivering outstanding service and resolving IT issues efficiently. This role is ideal for a problem-solver with excellent time management skills and the ability to prioritize workload effectively.

Main Responsibilities:
  • Provide exceptional customer service and maintain high customer satisfaction levels.
  • Accurately log IT incidents and service requests, managing ticket queues, and ensuring timely resolution within agreed SLAs.
  • Perform remote troubleshooting using diagnostic techniques and provide high-quality triage of calls.
  • Support a variety of technologies including Audio Visual, desk & mobile phones, laptops, Microsoft Dynamics, Office 365, and in-house applications.
  • Making informed decisions on issues that require escalation to management.
  • Promptly escalating major incidents and gathering comprehensive details on the incident and its impact.
  • Contributing to the internal Knowledgebase by creating documentation.
  • Continuously seeking to improve service desk offerings and the overall customer experience.
Requirements:
  • At least 2 years' experience as a Help Desk Technician, preferably across multiple organizations or within a service provider.
  • Strong technical foundation with excellent Office 365, desktop, and application support skills.
  • Proficiency in troubleshooting technical desktop and application issues.
  • Good knowledge of Microsoft Operating Systems and Active Directory administration.
  • Strong customer service ethos, with a passion for delivering outstanding service.
  • Excellent analytical and problem-solving skills.
  • Ability to manage multiple incidents and priorities efficiently and calmly.
  • Strong communication skills, both written and verbal, with a professional telephone manner.
  • Proven ability to take ownership of problems and see them through to resolution.
  • Ability to work under pressure, meet strict deadlines, and maintain attention to detail.
  • Experience working in a Financial Advisors or FCA regulated environment is preferred.
  • Knowledge of ITIL V3 or V4 and experience using Assyst is desirable.
What You'll Get:
  • 25 days holiday + bank holidays, with the option to buy up to 10 additional days.
  • Pension scheme: contribute up to 5% and the company will match it, plus an additional 5%.
  • Critical illness cover.
  • Income protection: 1x salary.
  • Death in service: 4x salary.
  • Bonus scheme: 7.5% on target bonus.
  • Flexible benefits, including private medical insurance, dental insurance, and more.

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