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For Companies At a Glance
- Tasks: Provide first line support to users, troubleshoot issues, and manage ticketing.
- Company: HSO is a top Microsoft Dynamics Gold partner with a strong reputation in various sectors.
- Benefits: Enjoy hybrid working, healthcare, life insurance, and fun social activities.
- Why this job: Join a supportive team focused on customer satisfaction and personal development.
- Qualifications: Experience in 1st line support and a passion for customer service are essential.
- Other info: Flexible shift patterns and opportunities for growth within a vibrant company culture.
The predicted salary is between 30000 - 42000 £ per year.
HSO Success and Ambition
HSO are a leading Microsoft Dynamics Gold partner who were founded in 1987 specialising in sectors such as Retail, Rental, Manufacturing, Professional Services and Local Government. With a head count of over 280 employees in the UK, winning multiple awards such as 2020 Microsoft Partner of the Year, Best Tech company 2021 and Top 3 Large Companies to work for 2021 our reputation in the Dynamics Market is higher than ever.
Prioritising customer satisfaction, our expertise and pragmatic approach to each customer’s business needs enable us to provide a 100% reference-able solution, supported by award winning 24-hour support. Our recruitment moto has always been – ‘We don’t want good people to just join us, we want them to stay with us’. Ensuring our employees are challenged, supported and engaged in our wider family is key to our continued success – we have a designated Learning and Development Team who are continuously offering the best training on the market, combined with an Engagement Team who are creative in ways we can have social activities virtually. From online chess tournaments to coffee mornings, to Netflix and book clubs, virtual singing classes, online yoga – the list is endless!
Reason for vacancy
Due to the continued growth of the UK and European business, there is a need to increase the UK support team to ensure that our customers receive the best attention we can give them, and that HSO UK delivers against ambitious growth targets.
The Role
First line support consultant
Purpose Of The Role
You will be working in a team-based environment on the Service Desk, providing first line support to users in all our customers. Your main responsibilities will be providing first time responses and fixes where possible, routing to 3rd party supplier, triaging and escalating tickets when required.
A broad technical knowledge is required ideally with Retail/EPOS/POS solution experience, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management.
Job Function
- To ensure that the Team Lead is kept informed of progress and are told of major problems and/or issues in a timely manner
- Responsibility for being the first point of contact on the Service Desk.
- Updating the knowledge base.
- Innovation and Continual Service Improvements.
- Responsibility for updating company call logging systems
- To work within SLA and KPI targets to agreed priorities.
- Providing efficient first line support to customer
- Working mix of office and home working
Personal Qualities
You will be forward thinking, customer focussed and self-motivated with the drive to improve all support services and the user experience.
- Must aspire to a culture of service excellence, always putting the customer, our people, and our business at the centre of everything you do.
- Demonstrate strong organisational skills and be accountable for your daily workload
- Demonstrate a systematic, disciplined, and analytical approach
- Be customer focused and ardent in ensuring that colleagues receive a high quality of service
Location
This is a Hybrid role with travel to the HSO office in Manchester/Sale when required.
Hours
Working on a shift basis
Monday to Sunday 08:00 to 18:00 *Some variations may apply
If you work a weekend (Sat & Sun) you will either get the Thursday & Friday off before working that weekend or Monday & Tuesday after working the weekend.
EXPERIENCE AND SKILLS:
Essential
- Excellent troubleshooting and problem-solving skills.
- Experience in 1st line support.
- Experience with supporting customers over the phone
- Experience of ticket management.
- Be passionate about Customer Service
- Experience in Supporting Retail
Desirable
- ITIL experience.
- Experience in Support Retail IT /POS solutions
Parking and close to Public transport at Office locations
Holidays
Pension
Healthcare
Dental
Life Insurance
Tonic Wellbeing
HSO Perkz
Culture and many more
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First Line Support Consultant employer: HSO group
Contact Detail:
HSO group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support Consultant
✨Tip Number 1
Familiarise yourself with Microsoft Dynamics and the specific sectors HSO operates in, such as Retail and POS solutions. This knowledge will not only help you understand the role better but also demonstrate your genuine interest in the company during any discussions.
✨Tip Number 2
Brush up on your ITIL principles, especially around Incident and Problem Management. Being able to speak confidently about these concepts will show that you are prepared for the responsibilities of the role and can contribute to their service excellence culture.
✨Tip Number 3
Prepare to discuss your previous experiences in first line support, particularly how you've handled customer queries and resolved issues. Use specific examples to illustrate your problem-solving skills and customer service passion.
✨Tip Number 4
Engage with HSO's online presence, such as their social media or community events. This will not only give you insights into their company culture but also provide you with talking points that can help you connect with the team during interviews.
We think you need these skills to ace First Line Support Consultant
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and required skills for the First Line Support Consultant position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Customer Service Skills: Since the role emphasises customer satisfaction, make sure to showcase your customer service experience. Provide specific examples of how you've successfully resolved issues or improved user experiences in previous roles.
Showcase Technical Knowledge: Mention any technical skills or experiences you have, especially related to Retail/EPOS/POS solutions and ITIL practices. This will demonstrate your capability to handle the technical aspects of the role effectively.
Craft a Strong Cover Letter: Write a compelling cover letter that reflects your enthusiasm for the role and the company. Discuss why you want to work at HSO and how your values align with their commitment to customer satisfaction and employee engagement.
How to prepare for a job interview at HSO group
✨Showcase Your Customer Service Passion
Since HSO prioritises customer satisfaction, make sure to highlight your passion for providing excellent customer service. Share specific examples from your past experiences where you went above and beyond to help a customer.
✨Demonstrate Technical Knowledge
As the role requires broad technical knowledge, especially in Retail/EPOS/POS solutions, be prepared to discuss your relevant experience. Brush up on common issues faced in these areas and how you've resolved them in the past.
✨Familiarise Yourself with ITIL Practices
Since ITIL experience is desirable, take some time to understand the key concepts of Incident, Request, Change, Problem, Release, Event, and Knowledge management. Be ready to discuss how you've applied these principles in your previous roles.
✨Prepare for Team-Based Scenarios
Given that you'll be working in a team-based environment, think about how you can contribute to team dynamics. Prepare examples of how you've collaborated with others to solve problems or improve processes in your previous jobs.
