Job DescriptionThis is an excellent opportunity to work within the UK’s leading EPOS provider. You will work within a busy IT helpdesk department where you will be responsible for 1st Line Support.
Analyze customer’s issues and questions, including inoperability or inaccessibility of a system, module or function. Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations
Track customer reported problems following ticketing procedures.
Create Support Tickets and follow up through escalation procedures.
Ensure timely follow-up and resolution of customer requests following guidelines and Expected Completions DatesMaintain ongoing communication with internal departments (i.e. – Sales, Development, Project Management) to ensure customer satisfaction
Ensure individual/departmental objectives are met
Effectively support customer communications process
Strong/Confident Telephone manner
Excellent communication abilities
Working WeekMonday – Friday 9:00am – 5:30pm 37.5 hrs pw
Requirements & Prospects
QualificationsIdeally a minimum 4 GCSE’s C and above Including Maths, English and ICT (or equivalents)
Desired SkillsExcellent Communication Skills
Good Telephone Manner
Good ICT Skills (Including all Microsoft Packages)
Personal QualitiesHonest, Hardworking Approach, Enthusiastic to learn, Positive Approach
• Edexcel Advanced Apprenticeship in IT, Software, Web and Telecoms
• L3 Diploma in ICT Professional Competence
• L3 Extended Diploma in ICT Systems and Principles
• Level 2 Functional Skills English, Maths, ICT (if applicable)