Help Desk Support

Role Overview & Responsibilities

Job Summary
We are looking to employee a Helpdesk Support Technician to join the helpdesk support team within the IT Department of a large logistics network. In this role, your duties will include diagnosing and resolving software and hardware faults, assisting with customer queries and asset management. The software supported is a bespoke application and full understanding of business processes and functionality will be required.

To ensure success in this role, you should efficient, detail-focused and comfortable being a member of a small team. The ideal candidate is a good team player, resourceful, a good problem solver and organised.

Hours of work are required to be flexible in line with business requirements as the IT department operates from 7am – 5.30pm. Additionally providing on call out of hours support as required on a rota basis (from 5pm to 9pm) approximately 2 days per week.

Key Responsibilities

· Investigate customer reported problems connecting to customer sites as appropriate. Replicate issues and resolve accordingly.

· Communicating effectively with other team members to share knowledge.

· Log all calls clearly and accurately within systems so they can be understood by other team members.

· Ensure customers are kept advised of problem progression and urgent problem fixes are completed promptly.

· Build effective relationships with both internal and external customers.

· Identify and implement all opportunities to eliminate the re-occurrence of problems.

· Maintain an in-depth understanding of the internal software, its operation and interface to external systems.

· Maintain an in-depth understanding and physical knowledge of all track and trace hardware.

· Provide Asset Management support for internal and external IT Track and Trace equipment as required.

· Assist in testing of new concepts, systems, software and hardware as required.

Qualifications and Skills

· IT literate: Excel, Word, PowerPoint and email

· Professional and competent telephone manner

· Excellent communication skills (written, verbal, presentational)

· Excellent interpersonal skills

· Detail-focused

· Ability to work well on own initiative

· Strong team player

· Ability to prioritise

Job Types: Full-time, Permanent

Salary: £22,000.00-£23,500.00 per year

Benefits:

• Employee discount
• Free parking
• Life insurance
• Wellness programme

Schedule:

• Day shift

Ability to commute/relocate:

• BIRMINGHAM: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: One location

Application deadline: 17/02/2023