In this role you will join our client’s Service Desk function in Halesowen where you will be the first point of contact for any technical issues the business faces. You will be assisting users with hardware and software problems via phone, email and a ticketing system, as well as ad-hoc desk side support

Responsibilities

• Provide first line technical support, answering support queries via phone, email and ticketing system
• Deliver a high level of professional customer service on the phone and face-to-face when necessary
• Log all calls and resolutions to the service desk logging system
• Support users in the use of computer equipment and peripherals including telephone and mobile devices
• Where relevant, arrange for external support when incidents cannot be resolved in-house
• To escalate more complex issues to relevant IT support staff
• Maintain an organised daily structure, working to assigned jobs within an adequate time frame

Requirements

• A keen interest in technology and computing
• Excellent communication skills with a professional approach to customer services
• Strong time management skills
• Ability to remain calm under pressure during challenging times
• An intuitive and methodical approach to diagnose hardware and software faults in desktop PC’s, printers and mobile devices
• Ability to develop and maintain strong customer relationships
• Exceptional customer service skills including experience of dealing with diverse customer groups

Desirables

• Microsoft Office knowledge (Preferably Office 365)
• ITIL Certified
• Previously worked within an IT Service Desk
• IT/Computing related qualifications

To apply, please send your CV via this job-portal