Helpdesk Technician

1 day ago

Manchester Science Park, United Kingdom IT Farm Ltd Full time

IT Farm, an award winning Cloud IT Services Provider, is looking to recruit a Helpdesk Technician to join our growing Helpdesk.

As a Helpdesk Technician, you will act as the first point of contact for all IT Farm customers, ensuring support calls and online tickets are responded to within agreed SLA limits, worked on and closed quickly, efficiently and to the customers complete satisfactionor escalated within the SLA to the relevant second line team.

**Primary Duties**:

- To respond to all support calls and tickets within the agreed SLA (currently 15 minutes);
- To own the support ticket and be responsible for communicating updates to the customer whilst the ticket is under your assignment;
- To solve support tickets within the agreed SLA and to the customers complete satisfaction;
- To escalate any ticket to the customer Pod that cannot be solved: within acceptable times scales (circa 1 hour) or higher access rights are required or the complexity exceeds current skill set.

**And possess the following personal attributes**:

- The ability to work as part of a team and in a fast-paced environment
- Able to communicate clearly with non-IT literate users;
- Strong communication skills both oral and written;
- A proactive and consistent approach to all tasks;
- Excellent organisational skills;
- An analytical approach with focus on attention to detail.

**Experience**:

- Basic understanding Microsoft 365 Services such as Office 365, Teams and SharePoint.
- Working knowledge and experience working with Windows 7 and 10.
- Exposure and experience of supporting small business IT in a Managed Service Provider environment;
- Experience working with professional services companies, in particular accountancy and legal sectors;
- BA/BSc degree or equivalent practical experience;
**And in return we offer**:

- Flexible working in the office or from home;
- 23 days holiday plus your birthday off;
- Microsoft and Citrix Certified training programme;
- Technical mentoring from some of the most experienced and highly regarded people in the industry.

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