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For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve customer issues via phone, email, or chat.
- Company: Join a vibrant tech company focused on customer service and teamwork.
- Benefits: Enjoy equity shares, extra days off for special occasions, and wellness support.
- Other info: Dynamic team environment with opportunities for professional growth and development.
- Why this job: Make a real difference by helping customers solve their tech problems every day.
- Qualifications: Experience in ICT and a passion for excellent customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for an enthusiastic, customer service-focused individual with previous experience working within the ICT sector, preferably in an IT Helpdesk or IT Delivery role. You will be responsible for taking inbound calls from customers who require technical assistance, triaging and resolving tickets, and escalating where needed. This role will also include attending customer sites when on-site assistance is required.
Responsibilities
- Respond to user enquiries and provide technical support through various channels such as phone, email, or chat.
- Resolve problems by applying known solutions or escalating more complex issues to higher-level support.
- Investigate and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues.
- Create and maintain detailed records of user requests and reported issues in a ticketing system.
- Prioritise and categorise tickets based on urgency and impact.
- Create documentation and knowledge base articles to assist users in resolving common issues.
- Ensure all open cases are updated with relevant information and customers are regularly updated.
- Provide excellent customer service by communicating effectively and professionally with end‑users.
- Attend customer sites to assist with tickets that cannot be resolved remotely.
- Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development.
What We Are Looking For
- A 2nd/3rd line ICT background with service desk experience preferred.
- Solid customer service experience with excellent verbal and written communication skills.
- Loves working as part of a team.
- Comfortable using CRMs and documentation solutions.
- Full UK driving licence.
Eligibility
Due to the nature of the role, the company is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.
Benefits
- EMI Share Equity Scheme — own a slice of the Purple Pie.
- Day off for birthdays, weddings, moving and religious holidays.
- Give back day: 1 paid day yearly to support your chosen charity and join fundraisers.
- Save on gyms, shops and more with Perkbox discounts and deals.
- Family First: Time off for your child’s first school day and fun family events.
- 24/7 Support Line: Confidential helpline plus 5 free counselling sessions per team member.
IT Helpdesk Engineer employer: Flotek Group
Contact Detail:
Flotek Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Engineer
✨Tip Number 1
Get your tech skills sharp! Brush up on common IT issues and solutions, so you can impress during those technical interviews. We want to see that you know your stuff!
✨Tip Number 2
Practice your customer service skills! Role-play with a friend or family member to handle tricky customer scenarios. Remember, communication is key, and we love a friendly vibe!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. It’s a great way to get insider info and maybe even a referral to help you land that job with us!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are keen to join our team directly!
We think you need these skills to ace IT Helpdesk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in the ICT sector, especially any roles related to IT Helpdesk or IT Delivery. We want to see how your skills match what we're looking for, so don’t be shy about showcasing your customer service experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing technical support and how you can contribute to our team. Keep it friendly and professional, just like we do at StudySmarter.
Show Off Your Communication Skills: Since this role involves a lot of interaction with customers, make sure your written application reflects your excellent communication skills. Use clear and concise language, and don’t forget to proofread for any typos!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Flotek Group
✨Know Your Tech
Brush up on your technical knowledge related to ICT and IT Helpdesk roles. Be prepared to discuss common issues you’ve resolved in the past and how you approached them. This will show your expertise and confidence in handling customer queries.
✨Customer Service is Key
Since this role is heavily focused on customer service, think of examples where you've gone above and beyond for a customer. Highlight your communication skills and how you ensure users feel supported and valued during their interactions with you.
✨Familiarise Yourself with Ticketing Systems
Get comfortable with ticketing systems and CRMs, as these are crucial for the role. If you have experience with specific tools, mention them. If not, do a bit of research on popular systems to show your willingness to learn.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This could be about team dynamics, ongoing training opportunities, or how success is measured in the role. It shows your interest in the position and helps you gauge if it’s the right fit for you.