1st Line IT Help Desk Support Engineer

Overview of the role:

The role entails the logging and diagnosis of IT related issues from internal staff which can either be resolved or escalated to the appropriate team, these will be received in ticket format or direct calls. This role would suit a recent Graduate or someone who already has some hands-on experience in an IT Help Desk support role.

Responsibilities:

• Handle support requests via phone or ticketing system
• Log, categorise and prioritise tickets accurately and according to urgency
• Ensure that tickets are responded to in a timely manner
• Escalate complex problems to the relevant team where required
• Maintain an accurate record of issues and resolutions
• Communicate effectively with the end user at each stage of the ticket
• Setup and configuration of new mobile phones and handheld devices
• Troubleshooting issues with hardware i.e. printers
• Provide support for widely used software such as Microsoft Office and other standard applications
• Provide support for in-house applications and systems across the business
• Contribute to and update knowledge base documentation for common issues and fixes

Applicants MUST:

• Have excellent written and verbal communication skills with the ability to work both independently and as part of a team
• Have strong customer service skills with the ability to communicate effectively and professionally with users, both internal and external
• Be IT literate with the ability to learn in-house systems
• Be able to explain technical details clearly to non-technical users without using jargon
• Possess analysis, research and problem-solving skills
• Have the ability to prioritise tasks and manage workload effectively, maintaining accuracy under pressure
• Have an excellent telephone manner
• Be computer literate
• Capable of working under pressure to meet strict deadlines
• Have excellent organisational, written and numerical skills
• A good timekeeper who can manage your workload effectively

Additional Info:

• 30 days holiday per year, including 8 statutory days, increasing to 33 days after 6 years of employment
• On-site canteen area and kitchen facilities
• Discounts on furniture

Company Overview:

Our client is a privately owned manufacturer of fitted kitchen, bedroom and bathroom furniture; the organisation has been in operation for over 50 years and has experienced growth year on year. They operate nationally and have around 50% share of the private housing market and work with Housebuilders such as Barratt and Taylor Wimpey and they also supply to one in every three kitchens to the social housing market.