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For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve customer issues through various channels.
- Company: Join a dynamic team at a forward-thinking ICT company.
- Benefits: Enjoy equity options, extra days off, and discounts on gyms and shops.
- Other info: Great opportunities for professional growth and ongoing training.
- Why this job: Make a real difference by helping customers solve their tech problems.
- Qualifications: Experience in ICT and a passion for customer service are essential.
The predicted salary is between 25000 - 35000 £ 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 in London employer: Flotek Group
Contact Detail:
Flotek Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Engineer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the ICT sector and let them know you're on the hunt for an IT Helpdesk Engineer role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on common technical questions and customer service scenarios. We recommend practising with a friend or even in front of the mirror to boost your confidence and nail that first impression!
✨Tip Number 3
Show off your problem-solving skills during interviews! Share specific examples of how you've triaged and resolved tickets in the past. This will demonstrate your hands-on experience and ability to handle customer issues effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing enthusiastic candidates who are keen to join our team!
We think you need these skills to ace IT Helpdesk Engineer in London
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for customer service and IT shine through. We want to see that you’re excited about helping others and solving problems!
Tailor Your Experience: Make sure to highlight your previous experience in the ICT sector, especially any roles related to IT Helpdesk or IT Delivery. We love seeing how your background aligns with what we’re looking for!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that’s easy to read.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Flotek Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to ICT, especially the tools and systems mentioned in the job description. Be ready to discuss your previous experiences with helpdesk software and how you've resolved issues in the past.
✨Show Off Your Customer Service Skills
Since this role is all about customer interaction, prepare examples that showcase your excellent communication skills. Think of times when you turned a frustrated customer into a satisfied one, and be ready to share those stories.
✨Practice Problem-Solving Scenarios
Anticipate some common technical issues you might face in the role and practice how you would approach solving them. This could include troubleshooting network problems or dealing with application performance issues—show them you can think on your feet!
✨Be Ready for the DBS Check
Since a DBS check is part of the hiring process, be prepared to discuss any relevant background information. It’s best to be upfront about anything that might come up, so they know they can trust you with their customers.