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IT Helpdesk Technician - 1st/2nd Line Support

Premium Job From Recruitment Genius
Recruiter: Recruitment Genius
Listed on: 17th May
Location: London
Salary/Rate: £30,000 - £32,500
Type: Permanent

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We are an IT Support Company (MSP) that works with creative businesses. We strive to make our clients' lives easier by using SaaS technologies to provide a more stimulating, rewarding experience. We are looking for someone who is forward-thinking, with strong hands-on technical skills who sees the helpdesk role as an opportunity to build relationships with clients, provide excellent service and not just munch through a bunch of tickets. We firmly believe that having notifications enabled for all apps or spending the day working from your inbox, is not the optimum way to work productively. If you agree and have the skills below, we'd love to hear from you. Location: Central London (Hybrid) Salary: £30,000 - £32,500 (depending on experience) Hours of work: 40 hours per week (including 1 hour lunch break) 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 offboarding processes Responsibilities: - Triage calls and emails (capture info, plan work and set expectations for the client) - Resolve, escalate or schedule a time to complete the work - Ensure high levels of customer satisfaction - Resolve a range of technical queries - Work closely with our other IT Helpdesk Technician to ensure the smooth running of our helpdesk from 9am-6pm - Provide online/phone training to clients on how to use their software and services You need to be or have: - An Engineer or IT Technician, who also has at least 2 years of experience in the field - Proficient in Mac and Windows (we are a 50/50 split of Mac and Windows devices), servers and networking technologies - A broad understanding of technology including Cyber Security and user support - Analytical and problem-solving skills - Time management and prioritisation skills - Friendly and Respectful - ignores the client's job title, calls them before emailing, doesn't speak technical language, remains calm & give people your full attention - Engaged - be prepared, brings an holistic view (your own, the company's, your colleague's and the clients') and provides constructive contributions to meetings and work - Positive Energy - no ego, look for a better way to do things (simpler, more elegant, smarter, quicker), raise the bar Perks: - 25 days holidays, plus your birthday off, rising 1 day per year until 30 days in total - Hybrid working - Office based work only for social and team collaboration, at present this is one day a week. During your onboarding period, you may be required to be present in the office. This role may require occasional visits to our clients' offices to better understand the environment, build relationships and fix issues. We have no set rules on WFH days but we can be flexible depending on your personal circumstances. - Great office in Exmouth Market (EC1) - Company sick pay on top of statutory pay If this is you, then what are you waiting for? Apply now