IT Support 2nd Line Service Desk Technical Support

IT Support | 2nd Line | Service Desk | Technical Support

My growing client based in Hemel Hempstead are looking to recruit a technical Support candidate for their internal team. You will provide support to users remotely and ideally have an understanding of networks, software and systems.

Responsibilities

• Provide technical support to clients via phone and email.
• Troubleshoot and resolve technical issues, including hardware, software, and network problems.
• Log and manage support requests using our ticketing system.
• Escalate complex issues when necessary.
• Actively manage ticket system queues to chase resolution and reduce ageing tickets to agreed SLAs.
• Participate in training sessions to develop technical skills and knowledge.
• Provide excellent customer service and always maintain a professional demeanour.

Essential Skills

• Understanding of computer systems, networks, and software.
• Experience of working in an IT Support role.
• Excellent communication and interpersonal abilities both written and verbal.
• Strong problem-solving skills.
• Attention to detail.
• Experience working with customers.
• Customer-focused with a commitment to delivering high-quality service.
• Ability to work collaboratively with other departments and stakeholders.

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