Helpdesk Support

**Helpdesk Support - 1st Line - £22,000 plus Benefits Package** **Solihull office with remote working only requiring occasional meetings in the office one or twice a quarter.** As one ofthe Helpdesk Support specialists within this friendly & engaged 1st Line support team, you will be working as the face of the business for this hugely successful FinTech, providing PC & Network support to internal & external UK customers across Hardware, Software,Operating Systems, Networks & Comms.** Requiring good communication skills, both verbal & written, you will be the friendly & helpful face & voice that the customer experiences when they call for Helpdesk Support, so an enthusiasm for both technology & people are key attributes within this permanentposition.

Once familiar with internal processes and procedures, the Helpdesk Support specialist will be given the freedom to take the initiative, going beyond simply responding to the obvious needs of a situation. If you enjoy taking every opportunity to provide exceptionalservice within what can be quite stressful circumstances for the customer, then this is an ideal role for you as you weigh up alternative approaches to the problem and put the best one into practice. If you use your judgement & take positive action beforebeing asked and thrive when given the opportunity to make things happen, then this company is an ideal match.

**Role & Responsibilities**:

- Answering calls to the Helpdesk and providing knowledgeable and proactive support
- Undertaking investigations into problems in systems and services
- Providing exceptional customer service skills used to research, diagnose, troubleshoot and identify solutions to customer issues
- Assisting with the implementation of agreed remedies and preventative measures
- Receiving and handling requests for support following agreed procedures
- Responding to requests for support by providing information to enable incident resolution and promptly allocating unresolved calls as appropriate
- Maintaining records and advising relevant persons of actions taken
- Giving commitment to documenting knowledge in the form of knowledge base tech notes and documentation
- Participating in discussions of research protocols and objectives
- Providing effective network and desktop support remotely via dialling in or telephone
- Ensuring Incidents, Faults, Service Requests and Requests for assistance are logged and handled appropriately
- Maintaining uptime, system performance etc in accordance with internal policy and against internal and customer SLAs
- Identifying problems and ensuring these are escalated to the relevant team member for progression
- Problem Solving or identifying alternative options for unsolved problems
- Attending Team, Project and Change Meetings providing input to change implementation and planning future change opportunities
- Scheduling and performing builds of new PC and Laptop equipment, including the physical setup and removal of technical hardware
- Maintain and update Software License distribution lists
- Documenting systems and their configuration
- System performance monitoring and reporting
- Knowing when and how to escalate matters

**Preferred Skills & Knowledge**:

- ITIL Awareness - Foundation level qualification would be an advantage
- Familiarity with the core Windows operating system environments and hardware platforms
- Active Directory
- Microsoft Exchange
- Office 365
- SharePoint
- Troubleshooting Printing
- TCP/IP Network Communications
- E-mail Spam Filtering
- Windows Server knowledge is useful
- Understanding of Virtualisation - VMWare Server and VMWare Workstation is useful
- Anti-Virus tooling (such as Crowdstrike and Cylance)
- A Natural software user - you're comfortable handling software products you may not have encountered previously
- Ability to build laptop and PC devices from a pre-prepared image and media
- A flexible approach to working hours is necessary