IT Helpdesk Support Full Time

IT Helpdesk Co-ordinator                 

Summary of Role & Responsibilities
This is a “Hands-on” role that requires the role holder to coordination the day-to-day technical support provided by Agile Technical Solutions, to its customers. This includes the responsibility for the “Helpdesk” function ensuring that all customer calls are logged, progressed or escalated to a conclusion in a timely and consultative manner in-line with service agreements. The role holder will ensure the “Helpdesk” serves as the key point of contact for all IT reported issues and customer requests.
The prime responsibility is the clear communication and effective resource utilisation of a technical team to minimise the downtime of the customer’s services. The role holder must be able to listen, understand and provide clear instructions to self and others to ensure a timely and cost-effective resolution to resolving technical problems and general enquiries.

Technical Engineering Support & Helpdesk

• A great attitude with persistence and a positive attitude.
• An approachable, friendly manor with good communication skills.
• Demonstrate a ‘hands-on approach’ to deliver high levels of customer satisfaction.
• First point of customer contact for providing IT technical support “Tier 1 / 2” technical support function.
• Ensure all support issues are logged, progressed in a timely manner and closed-out to the customer’s satisfaction.
• Provide general IT technical support and effective communication to the Agile customer base.
• Creating, Reviewing & Maintaining technical support documentation.
• Escalate customer request in a timely manner to ensure new business opportunities.
• Achieve personal and business objectives agreed with your line-manager.
• Conduct a daily and weekly review of all open tickets to maintain and achieve agreed service level targets.
• Liaise with Engineers to provide remote support to technical team members conducting installation jobs.
• Create and deliver projects in-line with agreed project plan milestones.
• Project Management for the delivery of effective and robust IT solutions.

Pre-Requisites:
A genuine concern for quality, always striving to do an excellent job and managing own performance.
Taking pride in own work and delivering a quality service through constant open communication.
Demonstrate a ‘Can do attitude’ and show respect towards customers and Agile team members.
Persistence and Flexibility to get the job done, while maintaining an approachable and friendly manor.
Good foundation knowledge of IT with a minimum of 3 years’ experience as an IT Technician.
A genuine concern for demonstrating a professional image at all times to engage with all levels of personnel.
Demonstrate an understanding of Commercial Awareness, in all that you do.
Take the initiative to educate and promote Agile’s portfolio of services to prospects & customers.
Engage with all personal internally and externally to protect Agile’s reputation in the customer-base.

Working Hours and Flexibility
There will be times when you will need to work extra hours and demonstrate flexibility in your working hours, there will also be times when some project and support work needs to be carried out outside of customers working hours. We will always endeavour to recognise and appreciate this work, either with a bonus or time off in lieu.

Tagged as: IT Support, Servers, Windows