This company is a fast-growing, premier UK provider of IT support services whose clients range from 10 to 250 users and use the best technologies. Their wide range of managed IT services includes bespoke project delivery and they have a growing reputation for the quality and passion of their service built around their clients, combining on-site visits and unlimited helpdesk support to deliver a very different customer experience.
As a 2nd Line Helpdesk Advisor, your major responsibility will be to log, manage and resolve client issues, establishing a priority rating with each caller and updating every call in the Connectwise system for each action. Attempting a first-time fix in all cases and/or following the escalation procedure if this isn’t successful, you’ll be expected to identify root causes, liaising closely with the Supervisor/Technical Consultant where appropriate. Key deliverables include next step agreement, call-backs and post-call closure to provide the highest levels of service. Other accountabilities of the 2nd Line Helpdesk Advisor include:
* monthly client visits to develop relationships and acquire/share client knowledge
* developing mutually supportive internal relationships
* actively driving your personal development plan with your manager.
To apply for this role, you’ll need a proven track record in IT support, with at least 1 MCP certification. Strong on Microsoft Exchange/server administration, using server monitoring tools and able to resolve backup and Antivirus issues, you have first-class questioning and troubleshooting skills in:
* Hyper V and VMWare troubleshooting
* 365 Administration.
Along with your familiarity with Connectwise / helpdesk systems, excellent all-round communication skills and real customer focus, you’re a sound organiser and time-manager, quickly able to develop in-depth product knowledge. An owner / driver, able to take ownership of client relationships, as a 2nd Line Helpdesk Advisor you can also bring:
- broad technical knowledge
- a genuine interest in technology
- that essential combination of independence and good team-working skills.
This company is driven not only by their clients and their fantastic relationships with them, but also their amazing team. They are not just a successful business, they are a family. People matter to them – their opinions, their ideas, their development and most importantly their happiness is valued above all else, as they are the key to their success.
With this in mind they try to make sure that the benefits that they offer to their team reflect the high value that they place on them. They offer private healthcare schemes, an employee assistance programme, access to an exclusive discount website, eyecare vouchers, childcare vouchers, a cycle to work scheme, long service awards, and quarterly team nights out. They also carry out bi-annual development reviews for all of their team members, giving them the opportunity to discuss their career and their training and development. Their team are the best in the business, so training is very important to them. They provide internal and external technical and soft skills training and support their team by paying for them to take the exams that they need to gain valuable, industry recognised qualifications to develop their knowledge and expertise