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- Tasks: Monitor IT issues, log cases, and provide customer support in a friendly manner.
- Company: Kick ICT Group is a leading UK IT services provider known for outstanding service and innovation.
- Benefits: Enjoy 30 days holiday, private healthcare, and discounts on childcare and gym memberships.
- Why this job: Join a collaborative culture that values diversity, creativity, and continuous learning.
- Qualifications: 1 year of 1st line experience, excellent communication skills, and a positive attitude required.
- Other info: Hybrid role with flexible working; opportunity for career growth and team involvement.
The predicted salary is between 19200 - 28800 £ per year.
Kick ICT Group
Kick ICT Group is one of the fastest growing providers of IT Services in the UK, with a talented and highly skilled team that provide outstanding service and value to our customers.
We pride ourselves on our commitment to providing outstanding IT solutions, services and support. Yet we believe that it\’s how we work with people that is most important to us.
Kick ICT are proud to be one of the few Microsoft Partners in the UK to hold all six of Microsoft\’s industry recognised Solutions Partner designations. While these designations are technical in nature, they also speak to something bigger: our ongoing investment in the knowledge, tools, and people needed to deliver outstanding service and support.
Why join Kick?
At Kick, our culture is built on a foundation of collaboration, innovation, and respect. We foster an environment where every team member feels valued and empowered to contribute their unique perspectives and skills. Our commitment to continuous learning and development ensures that our team stays at the forefront of technological advancements.
We believe in maintaining a healthy work-life balance, encouraging creativity, and celebrating our successes together. Our open and inclusive atmosphere promotes teamwork and drives us to achieve our collective goals.
Because a stronger team is an inclusive one. We believe diverse perspectives make for better ideas, stronger collaboration, and more innovative outcomes. We’re building a culture where everyone feels heard, valued, and empowered to thrive — no matter their background, identity, or experience.
The Role
BASE LOCATION: Bellshill, this role is hybrid and will require you to be on-site 3x per week
SALARY: Up to £24K Depending on skills and experience
WORKING PATTERN: Permanent | Full-time (35 hours per week)
Role Description
As a 1st Line Technical Helpdesk Monitoring Consultant, you’ll play an important role in the continued success of our business. You will be expected to Monitor various portals and log cases for any issues, progress and resolve. These can include, but are not limited to: –
- Backup issues
- Disk Space issues
- Anti-virus issues
- Hardware issues
- Patch management issues
You may also be asked to get involved in comms/VOIP related cases, experience would be preferred but not essential.
Key Responsibilities
- Take 12 cases per day. This figure will fluctuate dependent on the number of issues on the dashboard
- Communicate with the customer in a warm, friendly and professional manner
- Manage cases within your queue and update at the end of each week, with a maximum of 10 cases still open (where possible)
- Keep notes current and up to date on each communication and communicate with each case daily
- Liaise with the customer before closing a case to get agreement the issue is resolved
- Assist other departments within the company with support issues where technical assistance is required
- Update customers\’ technical documentation as required
What do I need?
- 1 year of 1st line experience working with an RMM system
- Excellent telephone manner
- Strong work ethic
- Positive attitude and desire to provide excellent customer service
- A desire to do the very best you can in everything that you do
- Organisational skills with the ability to handle multiple tasks simultaneously
- Strict attention to detail
- Punctuality
- A team player willing to contribute to the team and suggest improvements
- The desire to go that extra mile for great customer service
Benefits
- 30 days holiday, rising by 1 day/year after 2 years service (prorated for part-time employees)
- An additional days annual leave for your birthday, which can be taken within your birthday month
- Private healthcare which provides access to a 24-hour digital GP service and discounted gym memberships
- 4% employer pension contribution
- Life insurance up to 2x your salary in the event that the worst should happen
- Enhanced maternity, paternity and adoption leave
- Access to discount of up to 47% on childcare costs throughout our partnership with Yellownest
- Cycle to work scheme
- Access to our BHN Benefits portal which provides the below;
- Home & Tech scheme to purchase items from Currys and/or Ikea
- Retails discounts from over 100 high street stores
- bYond cashback card
- Social events throughout the year
- Eligibility to receive £500 reward as part of our Excellence Award scheme
- Discounted access to LivingWell Health Club (Bellshill)
- Opportunity to take part in company sponsored volunteering days throughout the year
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Technical Helpdesk Monitoring Consultant employer: Kick ICT Group Ltd
Contact Detail:
Kick ICT Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Helpdesk Monitoring Consultant
✨Tip Number 1
Familiarise yourself with common IT issues that a 1st Line Technical Helpdesk Monitoring Consultant might encounter, such as backup and disk space issues. This knowledge will help you demonstrate your understanding of the role during any discussions.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since you'll be expected to communicate warmly and professionally with customers, role-playing scenarios with friends or family can help you feel more confident.
✨Tip Number 3
Showcase your organisational skills by preparing examples of how you've managed multiple tasks simultaneously in previous roles. This will highlight your ability to handle the workload expected in this position.
✨Tip Number 4
Research Kick ICT Group's culture and values, particularly their commitment to collaboration and inclusivity. Being able to align your personal values with theirs during conversations can make a strong impression.
We think you need these skills to ace Technical Helpdesk Monitoring Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially any 1st line support roles or work with RMM systems. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle multiple tasks. Mention specific examples of how you've gone the extra mile in previous roles.
Showcase Communication Skills: Since the role requires excellent communication, ensure your application reflects this. Use clear, concise language and maintain a friendly tone throughout your documents.
Highlight Teamwork and Collaboration: Emphasise your ability to work as part of a team. Provide examples of how you've contributed to team success in past positions, aligning with Kick ICT Group's values of collaboration and respect.
How to prepare for a job interview at Kick ICT Group Ltd
✨Showcase Your Technical Knowledge
As a Technical Helpdesk Monitoring Consultant, it's crucial to demonstrate your understanding of common IT issues such as backup problems, disk space management, and patch management. Be prepared to discuss your experience with RMM systems and any relevant technical skills you possess.
✨Emphasise Customer Service Skills
Kick ICT values outstanding customer service, so highlight your ability to communicate warmly and professionally. Share examples of how you've successfully managed customer interactions in the past, especially in challenging situations.
✨Demonstrate Organisational Skills
With the expectation to handle multiple cases simultaneously, it's important to showcase your organisational abilities. Discuss how you prioritise tasks, manage your time effectively, and keep detailed notes on each case to ensure nothing falls through the cracks.
✨Express a Team Player Attitude
Kick ICT fosters a collaborative environment, so be sure to convey your willingness to work as part of a team. Share experiences where you've contributed to team success or suggested improvements that benefited your colleagues.
