Support co-ordinator/Helpdesk/1st/2nd Line Support

  • Staffordshire, England
  • £18k - 24k per year Benefits

Support Co-ordinator - Helpdesk/1st/2nd Line Support – Staffordshire  

£18k - £24k Excellent Benefits

My client a leader in their field require 2 Support co-ordinators to join a vibrant and growing company which gives their staff the chance to progress.  This is a very friendly, collaborative organisation.

You will possess excellent interpersonal and communication skills, the ability to work independently or in a team, able to work in a fast-paced changing environment.   This role does require an element of flexibility as it will involve “on call” hours.

Main Duties

Logging tickets and following up customer enquiries to ensure customer satisfaction

Triaging issues attempting to resolve and troubleshoot where applicable

Ensuring customer service is delivered to agreed targets

Escalating issues to the Helpdesk Manager where SLA’s will not be adhered to

Receiving calls and communicating with the client during on-going investigations

Responsible for assisting in the production of status reports on assigned tasks

Feeding back information to customers

Liaising with developers during issue investigation

Leading client support calls

Providing software licenses for internal and external customers

Providing and maintaining customer support documentation and reports

The documentation and management of software releases

Knowledge and Experience:

Professional attitude

Effective communicator

IT related degree or 3 years’ experience in a similar role

Network knowledge

SQL Server experience would be of particular interest

Cloud/Hosted environment experience would be of interest

Helpdesk/service desk experience

Candidates must be eligible to work within the UK