Technical Helpdesk Agent

Act as the first point of contact for technical requests to our helpdesk, working to resolve problems and liaise with correspondents to resolve them.,

• Provide triage and first-line support for inbound enquiries to our helpdesk, troubleshooting and solving cases wherever possible.


• Correspond with the original enquirer to make sure they are kept informed with regular updates and that their issue is resolved satisfactorily.


• Support and troubleshoot hardware and software issues, deliver induction training for new starters, and assist with access management and offboarding.


• Monitor and manage hardware and software, and arrange dispatch and return as needed.


• Escalate more complex issues for further support, coordinate their resolution if appropriate, and ensure everybody involved is regularly updated.


• Make sure work is correctly logged to monitor workload across the team, and provide additional support where necessary.


• Help identify common or emerging issues and support with identifying root causes to continually improve the service.


• Follow, develop and suggest improvements to processes and documentation on how to respond to queries.


• Ensure information is kept confidential, handled sensitively, and retained in accordance with our policies.


• Actively contribute to the development of the organisation to ensure it remains relevant, effective and of the highest quality.
  
  Good skills in managing devices and software


• Experience of working in an IT Support team


• Knowledge of cloud computing and database concepts


• Exposure to ITIL or knowledge of ITIL Foundation


• Knowledge of GDPR (main concepts and principles)


• Working knowledge of Salesforce, JIRA, Mac/iOS, Chromebooks, Google Workspace


Key Competencies

• Interested in supporting people and helping others


• Analytical, with a logical approach to problem-solving


• Excellent communicator both written and verbal


• Able to remain calm under pressure


• A collaborator who can consider others' perspectives


• A quick learner and keen to learn new tools and skills


• Flexible and able to work on a wide range of activities


• Able to manage own time, confirm priorities and expectations


• Independent, but knows when to ask questions


• Comfortable dealing with ambiguous situations and objectives
  
  Enhanced policies including 25 days annual leave per year, plus public holidays;


• Company electronic devices;


• Competitive pension;


• Remote and flexible working;


• Excellent opportunities for training and career progression.