IT Helpdesk Technician / 1st Line Support

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This company is an MSP (Managed Service Provider) that works with creative businesses, based in Central London, who want to use technology to grow and develop. They have ambitious growth targets and are looking for someone to join their team in Central London who wants to take a leading role in making life easier by continually improving both the company's and the clients' technology.

You'll be working from either their office in Exmouth Market (EC1) or one of the offices of their Central London clients. Work from home (WFH) is not possible for this role.

Job Title: IT Helpdesk Technician / 1st Line Support

Location: Exmouth Market, London, UK

Salary: From £23,000 to £25,000 (Depending on experience)

The tool stack: Asana, IT Glue, Front, Addigy and ConnectWise Command

Hours of work: 40 hours per week (9am-5pm UK time including 1 hour lunch break)

The essence of the role:

- Friendly, positive, engaged first point of contact for clients

- Standardising and aligning clients' technology

- Ensuring the smooth running of the clients' onboarding and off-boarding process

Responsibilities:

- Triage calls and emails

- Capture the correct info and set expectations for the client

- Resolve, escalate or schedule a time to complete the work

- Ensure customer satisfaction

- Resolving basic technical support queries - Office365/GSuite issues and implementing procedures that they have already documented

- Reporting and coordinating to Head of Operations for all escalated and critical issues

- Office Management - answering the phone, accepting and organising deliveries and ensuring the office functions as smoothly as possible

- Provide online/phone training to clients on how to use their systems and their services

You need to be:

- Competent user of Mac, Windows and mobile technologies

- Have at least 1 year of frontline customer support experience

- Process-driven and incredibly well organised

- A great communicator - Face to face, verbal and written

- Friendly and Respectful - ignores the client's job title, calls them before emailing and gives people their full attention

- Engaged - always prepared, brings an holistic view (your own, the company's, your colleague's and the clients') and provides constructive contributions to meetings and their work

- Positive - bring hunger and energy to your role and be able to transmit this to your colleagues and clients

Perks:

- 25 days holidays, plus your birthday off, rising 1 day per year until 30 days in total

- Great office in Exmouth Market (EC1) with views over London (5 min. walk from Farringdon Station, 10 min. from Chancery Lane Station and 15 min. from Kings Cross Station)

- Join a company that supports its employees to learn, grow and advance

If this is you, they would love to hear from you. Please forward your CV with a covering letter. Applications received without a covering letter will be ignored. Covering letters MUST be included within your CV document as these cannot be sent or received separately.