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Helpdesk Technician

Location: FARNBOROUGH, HAMPSHIRE Salary: 23000.00 - 25000.00 GBP Per Annum
Sector: Technology Job Type: Permanent
Shift Type: DAY + NIGHT Applications: 2
Posted: 12 months ago Reference: 3102534
The Helpdesk Technician is responsible for providing first level support to the 24/7 Service Centre. The 24/7 Service Centre provides network management, 1st line maintenance, asset management logistics services and remote monitoring support for mission critical systems to customers. The Helpdesk Technician will be required to monitor and manage the remote monitoring platform and respond to events accordingly.

- Hours: 4 on, 4 off shift rota including nights. For example, 4 days working 7am - 7pm, 4 days off, 4 nights working 7pm - 7am and then 4 days off.
- Holidays: 25 days plus bank holidays
- Company pension scheme
- A range of family friendly policies including childcare vouchers
- An employee-funded car leasing scheme
- Occupational health support

Job Responsibilities:

- Pro-active monitoring of all customer monitoring systems
- Troubleshooting using technical documentation and supporting scripts
- Tracking of all issues raised, providing Level 1 Technical Ownership of all cases
- Effective communication and updates to both customers and internal teams, including documenting all actions in accordance with standard company policies
- Recognise, identify and prioritise incidents in accordance with customer business requirements, organisational policies and operational impact
- Liaise with onsite field engineers to establish resolution of incidents
- Liaise with vendors and other members of the technical departments to find resolutions to incidents
- Provide the timely response and accurate work towards any Network Maintenance Requests or weekly tasks
- Ad Hoc duties to support the overall Service Centre department deliver services in accordance with the SLA’s and KPI’s

Person Specification:

- Helpdesk or Call/Service centre experience, highly desirable.
- Understanding of Incident Management Processes
- Basic networking skills/experience
- Ideally experience in a shift based role
- Strong customer service skills.
- Strong organisational skills.
- Strong written and verbal communications.

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