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- Tasks: Monitor technical issues and provide support to customers daily.
- Company: Join Kick ICT Group, a leading IT services provider in the UK.
- Benefits: Enjoy 30 days holiday, private healthcare, and discounts on childcare.
- Why this job: Be part of a collaborative culture that values innovation and teamwork.
- Qualifications: 1 year of 1st line experience and excellent communication skills required.
- Other info: Hybrid role with opportunities for professional growth and volunteering.
The predicted salary is between 24000 - 33600 £ per year.
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Technical Helpdesk Monitoring Consultant, London
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Client:
Kick ICT Group Ltd
Location:
London, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
09df287d8d09
Job Views:
3
Posted:
14.07.2025
Expiry Date:
28.08.2025
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Job Description:
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.
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
- 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
- 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 technical issues that a 1st Line Helpdesk Consultant might encounter, such as backup problems and disk space issues. This knowledge will help you speak confidently about your ability to handle these situations during the interview.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully resolved customer issues in the past. Highlighting your positive attitude and strong work ethic can set you apart from other candidates.
✨Tip Number 3
Research Kick ICT Group and their values, especially their commitment to collaboration and inclusivity. Be ready to discuss how your personal values align with theirs, as cultural fit is important to them.
✨Tip Number 4
Prepare to demonstrate your organisational skills by discussing how you manage multiple tasks and keep track of cases. Being able to articulate your approach to time management will show that you're capable of handling the workload effectively.
We think you need these skills to ace Technical Helpdesk Monitoring Consultant
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Technical Helpdesk Monitoring Consultant position. Tailor your application to highlight relevant experience and skills that match what Kick ICT Group is looking for.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your 1st line support experience, particularly with RMM systems. Highlight your excellent telephone manner, organisational skills, and any relevant technical knowledge that aligns with the role.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've provided excellent customer service in previous positions and your desire to contribute positively to the team at Kick ICT Group.
Proofread Your Application: Before submitting your application, take the time to proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that all information is accurate and presented professionally.
How to prepare for a job interview at Kick ICT Group Ltd
✨Showcase Your Technical Skills
Make sure to highlight your experience with RMM systems and any relevant technical skills during the interview. Be prepared to discuss specific examples of how you've resolved technical issues in the past.
✨Demonstrate Excellent Communication
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and professionally. Use examples from your previous roles to illustrate how you effectively communicated with customers.
✨Emphasise Teamwork and Collaboration
Kick ICT values teamwork, so be ready to discuss how you've worked collaboratively in past roles. Share instances where you contributed to team success or helped improve processes.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios related to common helpdesk issues, such as backup failures or hardware problems, and think through how you would approach resolving them.
