IT Helpdesk / 1st line Technical Support Advisor

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Our client is looking for a of a Helpdesk / 1st line Technical Support Advisor to join one of their successful teams in Reading, to ensure our customer enquiries and issues are resolved in a timely and professional manner. You will be responsible for answering and resolving all customer enquiries and issues endeavouring to achieve first call resolution where possible. The calls will be from business customers who use our products, and you will be responsible for troubleshooting their problems and providing them with support over the phone.

You will also be responsible for delivering world class customer service, ensuring that all calls are accurately logged onto our ticketing system Zendesk and all enquiries are prioritised for resolution. In addition you will assist colleagues and the Application Delivery teams with the investigation of customer affecting bugs and issues.

To be considered for this opportunity it would be great if you have experience in technical support, ideally in varying hardware and software platforms. If you have studied IT, and have a passion for it with professional experience in dealing customers, then this also could be the opportunity for you. From a technical perspective, you'll need to be able to understand user issue and resolve them by providing a technical solution, in a way that can be understood by the user. Good working knowledge of Windows, network connections (i.e. Wi-Fi and LAN) and experience of using/working with firewalls and anti-virus clients. It is essential that you possess excellent communication skills and are able to work effectively within a team environment, sometimes under pressure (especially at busy times!).

This is a great opportunity to get into a support role with great career development to 2nd and 3rd line roles. Please send your word CV for full details of the role!

Please note that due to a high level of applications, we can only respond to applicants whose skills and qualifications are suitable for this position.

No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.

Bowerford Associates Ltd is acting as an Employment Agency in relation to this vacancy.