1st Line Helpdesk

**JOB TITLE 1**st** Line Helpdesk**

**LOCATION Aylesford, Maidstone**

**Not remote working**

**1 day home, 4 office**

**Excellent and competitive Salary**

**About us**

Winner of the PrintIT Awards for Employee Experience 2021, A_pogee Corporation_ provide Managed Workplace, Managed Print and Managed IT Services with Europe's Largest Multi-Brand solution. As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market leading service operations.

We are committed to our sustainability objectives and are involved in frequent community and charity initiatives to support our vision. We are passionate about diversity, equity, and inclusion with a culture of originality. Our recent investment of £250,000 in employee training and development highlights our commitment to investing in enhancing the skills, knowledge, and experience of our employees.

Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless.

**Job Purpose**

As part of our fast paced and dynamic Helpdesk team, the role of Helpdesk Technician aims to resolve printing, network and services issues remotely. Additionally, you will be involved in the triage of Laptop & PC break fix hardware support, delivering an efficient and effective customer service to our clients, focused on exceeding expectation

**Key Responsibilities**
- Using remote access software to assist our clients in resolving printing related queries (print, scan, fax, colour queries and network related issues), in addition to providing remote break fix triage of laptop & desktop PC support in line with Apogee’s Managed IT Services offering.
- Problem diagnosis & fault resolution.
- Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Investigate connection issues and concerns on ARMA (Apogee Remote Management Application) for both Printing, and PC issues directly with our clients.
- Ensure client satisfaction
- Escalate service requests that cannot be scheduled within agreed service levels.

**Experience & Skills Required**
- Understanding of basic network terminology, e.g., network routing, IP addressing, basic DNS
- Understanding basic hardware fault finding for laptop and desktop issues
- Understanding of key protocols e.g. SMTP,SNMP,DNS,IPV4, Bonjour, SMB
- PC and MAC experience
- Experience of a client focused helpdesk environment
- Experience in utilising remote management tools to diagnose, investigate and resolve faults/consumable consumption/diagnose predictive parts (preferred but not essential)
- Good time management
- Excellent organisational skills
- Ability to work under pressure to specific SLA’s, to prioritise and multitask
- Excellent communication skills & telephone manner
- Methodical with an aptitude for attention to detail
- Able to work in a team as well as independently
- Adaptable and flexible to changing demands

**Benefits**
- 33 days holiday including bank holidays
- Holiday purchase scheme
- Pension scheme
- Enhanced family friendly benefits
- Flexible working
- HP and EE Employee Discount Programmes
- Employee Assistance Programme
- Cycle2work scheme
- Access to Apogee Learning Academy
- 2 days off per year for voluntary work
- Discounted Gym Membership

Please take the time to look at our excellent Glassdoor and Trustpilot reviews

Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working options