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- Tasks: Help customers solve tech issues and deliver amazing support experiences.
- Company: Join a dynamic team at Careline365, part of the Appello group.
- Benefits: Enjoy competitive salary, discounts, and 231 hours of annual leave.
- Why this job: Make a real difference by helping people and solving problems every day.
- Qualifications: Customer service experience and a passion for helping others are essential.
- Other info: Exciting career growth opportunities in a rapidly expanding company.
The predicted salary is between 21500 - 28000 ÂŁ per year.
Love helping people and solving problems on the fly? Jump into a fast‑paced role where you’ll deliver standout customer experiences—answering emails, taking calls, fixing technical issues, and spotting new ways to support our customers. Working with teams across C365, you’ll keep things accurate, positive, and powered by your passion for quality.
Hours: 37.5 hours per week
Shift Pattern: 5 days per week between Monday - Sunday 08:00 - 20:00 - Your shift will be 8 hours long, including a 30-minute unpaid break
Salary: ÂŁ24,979.50 per annum (ÂŁ12.81)
Location: Norwich-Hybrid
Training Commitments: 3 weeks: Monday - Friday, 09:30 - 17:30
Start Date: April 2026
Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.
Perks:
- 231 hours annual leave holiday increasing with length of service. This includes bank holidays that you will work if rota'd.
- Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more.
- 24/7 employee assistance programme with an easily accessible app!
- Family and friends’ discounts on our services & products.
- Pension Scheme, up to 3% Company matched.
- Free on‑site parking.
ABOUT YOU
You must possess a genuine desire to help the community, be empathetic and attentive to our customers’ needs. You would have some experience in a customer‑facing role specialising in a similar field, such as a technical advisor, and also have experience in a target‑driven Customer Service environment meeting KPIs and SLAs. You should have a good general standard of education; further education or qualifications would be advantageous.
THE ROLE
The heart of the role is a passion for quality and producing high levels of customer satisfaction, through highly motivated and target driven people. Act as the first point of contact for Service Desk queries received via phone, email, or form. Log and assign tickets in our ticketing system quickly and accurately. Provide initial triage for support tickets and ensure that first response SLAs are met, coordinating rapid and appropriate responses while keeping the customer informed of progress. Build rapport with customers and deliver excellent customer service.
Main Responsibilities and Activities:
- To assist in the provision of an effective support desk service across the organisation, recording all calls from customers and following established procedures and methodologies.
- Monitor platform/product performances/stability and proactively raise any concerns or operational anomalies to the relevant stakeholders.
- Provide technical support to end users.
- Review our ticketing system to ensure that tickets are attended to, investigated, and progressed in line with agreed SLAs.
- Troubleshoot and work with our customers, providing prompt and accurate feedback at all times.
- Interpret customer requirements and provide advice and support on potential solutions to resolve technical issues as they arise.
- Ask customers targeted questions to quickly understand the root cause of the problem.
- Talk customers through a series of actions, either via phone, email or chat, until they’ve resolved a technical issue.
- Escalate unresolved issues to appropriate internal and external team(s).
- Provide prompt and accurate feedback to customers.
- Ensure all incidents are properly logged.
- Prioritise and manage several open incidents at one time.
- Document technical knowledge in the form of notes and manuals.
- Maintain professional and empathetic relationships with customers.
- Maintain documentation and procedures.
READY TO APPLY
If you are interested in this role please upload your CV and answer a few questions about yourself.
OTHER INFORMATION
This is an exciting time at Careline365 part of the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand. We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
Service Desk Technician in Norwich employer: Appello Careline Limited.
Contact Detail:
Appello Careline Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Technician in Norwich
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Careline365. Understand their values, mission, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! As a Service Desk Technician, you'll be solving issues on the fly. Try role-playing common technical problems with a friend or family member to get comfortable explaining solutions clearly and concisely.
✨Tip Number 3
Show off your customer service experience! Be ready to share specific examples of how you've helped customers in the past. Highlight your empathy and ability to handle tough situations—this is key for making a great impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and keen to join the Careline365 family. Let’s get you that job!
We think you need these skills to ace Service Desk Technician in Norwich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Technician role. Highlight any customer service experience and technical skills that show you can solve problems on the fly!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for helping people and how you can contribute to delivering standout customer experiences. Keep it friendly and engaging!
Show Off Your Communication Skills: Since this role involves a lot of interaction with customers, make sure your application showcases your communication skills. Use clear and concise language, and don’t forget to mention any experience in a target-driven environment.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets noticed. Plus, you’ll find all the details you need about the role and our company!
How to prepare for a job interview at Appello Careline Limited.
✨Know Your Tech
Brush up on your technical knowledge related to common issues that customers face. Be ready to discuss troubleshooting steps and how you would guide a customer through resolving a problem. This shows your passion for quality and your ability to provide effective support.
✨Show Empathy
During the interview, demonstrate your genuine desire to help others. Share examples of how you've successfully resolved customer issues in the past, highlighting your empathetic approach. This will resonate well with the company's focus on delivering standout customer experiences.
✨Familiarise Yourself with SLAs and KPIs
Understand what Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are relevant to the role. Be prepared to discuss how you have met or exceeded these in previous positions, as this aligns with the target-driven nature of the job.
✨Practice Active Listening
In a service desk role, listening is key. During the interview, practice active listening by summarising what the interviewer says before responding. This not only shows your communication skills but also reflects your ability to understand customer needs effectively.