1st Line IT Helpdesk

1st line IT Helpdesk

Location: London, W1

Type: Permanent

Salary: £14,000 – £16,000

Recruiter name: Victoria Edwards

Job reference number: ITL1

Company Description:

We are a young, independent and established IT company based in Central London. We provide IT support to all types of industries around the UK. We pride ourselves on always keeping up to date on the latest technologies ensuring our user experience comes first.

We are now looking for a new trainee IT applicant (our trainee has just been promoted!) who will provide 1st line end user support using helpdesk tools and processes. With training and experience you will become more involved in gathering business requirements, managing customer expectations and troubleshooting. This position offers the candidate the opportunity to become part of a progressive company, which offers training and backing for the right candidate to grow and the opportunity to gain a long term career.

Job Role:

You will become an integral part of the Service Desk Team, acting as the primary interface between IT and our Customers, ensuring that all incidents, requests and queries are understood, logged and managed through to a successful conclusion in a customer centric and cost effective manner.

A critical success factor of this role is having a great telephone manner, being organised, methodical and actively seeking opportunities to increase the First Time Fix rate.

Job Description:

• To handle all incoming calls to the main helpdesk number.
• To handle all incoming emails within the main helpdesk mailbox.
• Being able to determine what calls should be raised on the helpdesk system.
• Being able to update, complete and close 1st line requests.
• Making sure correct times are assigned to all calls logged on the helpdesk.
• Fully understand how to use the helpdesk system.
• Prioritise logged calls effectively based on the level of severity and number of users.
• Prioritise support calls currently on the helpdesk against other tasks that need completing.
• Follow the necessary escalation process.

Technical Role:

• Fix most 1st line requests.
• Being able to handle basic ADUC tasks.
• Carry out basic level of network troubleshooting.
• Carry out basic desktop support issues.
• Carry out basic server support issues.
• Understanding of the various backup systems and basic troubleshooting.
• Understanding of the various Email system and basic troubleshooting.

What you’re good at:

• Naturally empathetic and passionate about providing great customer service.
• Encourages team working and collaboration.
• Analytical thinker, with the ability to understand multiple information streams.
• Excellent verbal communication and written skills.
• Thrives in a pressured and driven environment.
• Remains calm, consistent and positive when under pressure.
• Multi-tasks with ease and a continual focus on quality.
• Ability to prioritise and react according to that priority.
• Delivers on promises, taking ownership and managing expectations realistically.
• Open and honest – with an ability to constructively challenge the status quo to drive improvement.

Bonus points for:

Previous experience working for IT Companies in similar role

Passion for all things IT!