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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 vibrant team at a forward-thinking ICT company.
- Benefits: Enjoy equity shares, extra days off, and wellness support.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a difference by helping customers and enhancing their tech experience.
- Qualifications: Experience in ICT support and strong communication skills 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 in Wales employer: Flotek Group
Contact Detail:
Flotek Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Engineer in Wales
✨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 you confidently tackle questions about troubleshooting and customer service scenarios.
✨Tip Number 2
Practice your communication skills! Since this role is all about helping customers, we recommend role-playing with a friend or family member. Make sure you can explain complex tech stuff in simple terms—it's a game changer!
✨Tip Number 3
Network like a pro! Connect with current IT Helpdesk Engineers on LinkedIn or attend local tech meetups. Building relationships can lead to insider info about job openings and even referrals—plus, it’s a great way to learn from others in the field.
✨Tip Number 4
Apply through our website! We love seeing applications directly from candidates who are excited about joining us. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start!
We think you need these skills to ace IT Helpdesk Engineer in Wales
Some tips for your application 🫡
Show Your Enthusiasm: We want to see your passion for customer service and IT! Make sure to highlight any relevant experience in your application that showcases your enthusiasm for helping others and solving technical issues.
Tailor Your Application: Don’t just send a generic CV and cover letter. Take the time to tailor your application to the IT Helpdesk Engineer role. Mention specific skills and experiences that align with the job description, like your experience with ticketing systems or customer interactions.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon unless it’s relevant. We appreciate well-structured applications that are easy to read and understand.
Apply Through Our Website: Make sure to apply through our website for the best chance of being noticed! It’s the easiest way for us to track your application and get back to you quickly. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Flotek Group
✨Know Your Tech Stuff
Brush up on your technical knowledge related to ICT and IT Helpdesk roles. Be ready 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 all about helping customers, think of examples where you've provided excellent service. Prepare to share stories that highlight your communication skills and ability to stay calm under pressure. Remember, it’s all about making the customer feel valued!
✨Familiarise Yourself with the Company
Do a bit of homework on the company and its culture. Understanding their values and recent developments can help you tailor your answers and show that you’re genuinely interested in being part of their team.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the role, team dynamics, or company culture. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.