1St Line Helpdesk Consultant

Job Location: Office based - Brighton (this is not a remote working role)

Job Type: Permanent

Salary: Competitive, details on application

Job Ref: 1st Line Helpdesk Consultant

Driving License: A full UK driving license is not required but is desirable

Reports To: Helpdesk Manager

Trident, a leading MSP (Managed Service Provider) based in the South East, seeks a driven and dynamic professional to join our team as 1 st Line Helpdesk Consultant.

With over 30 years of experience, our team of business and technical consultants possess exceptional knowledge, drive, and passion. We pride ourselves on delivering exciting and impactful technology business-to-business and maintain high-level partner relations with top industry suppliers, including Microsoft, Dell, SonicWall and Cisco Meraki.

As our company experiences rapid growth and looks toward future expansion, this position will continue to fulfil current and ongoing exciting projects and give an excellent opportunity for the individual to explore new and emerging technologies.

We seek a passionate individual to join our team looking to progress their expertise and knowledge. As a 1 st Line Helpdesk Consultant, you will be the first point of contact for resolving IT issues and providing outstanding customer service. This role requires a combination of technical expertise, problem-solving skills, and effective communication. A flair for customer service and the ability to put the customer experience first while maintaining a good awareness of the commercial element of the role.

Trident is dedicated to nurturing the professional growth and technical skills of our team. We believe that investing in our team's expertise not only benefits our employees but also enhances the quality of services we provide to our clients. During their employment, the successful candidate will benefit from not only being part of exciting new technologies and services but also continual training, certification, and mentorship.

The 1 st Line Helpdesk Consultant’s core responsibilities within the designated department are:

• Answering support queries via phone, email and via the ticketing system.
• Troubleshoot and resolve hardware, software, and network issues.
• Troubleshooting help desk tickets via remote access.

• Assist users with login problems, password resets, and application issues.
• End-to-end ownership and resolution of 1st Line tickets in line with Trident’s SLA’s/KPI’s.
• Providing regular updates to clients on the progress of their tickets.
• Working ad-hoc on tasks requested.
• Working independently and as part of a team, ensuring clarity of client requirements and assisting with smooth client experience.

• On-budget, successful, and profitable delivery of an “exceptional customer experience”.
• Continued assessment of security, integrity, and availability both internally and in part of Trident’s service.
• Continued assessment of regulatory and compliance requirements for both Trident and its clients.
Working to ISO 27001, 14001 and 9001 requirements along with Trident's operating procedures.

Qualifications and Skills - The successful candidate will require experience working with the following technologies:

• Microsoft Windows & Mac operating systems and other common applications.
• Microsoft Office components such as Word, Excel, Outlook, etc. support.
• Microsoft 365 & Active Directory administration and support.
• General understanding of networking principles (IP addressing, DNS, DHCP, etc).

• A flair for troubleshooting, communication, and exceptional customer service.
• Effective communication skills, both written and verbal.
• Be flexible and adaptable to situations and changing requirements.
• Strong task and time management.
MSP experience and a relevant IT qualification, such as CompTIA A+ or a Microsoft qualification would be desirable.

The successful candidate will be mentored and will be placed on a training path that will help you to advance your skills further and gain industry-recognised qualifications.

General Trident Responsibilities:

• Accurately logging time spent on all activities within the CRM software.
• Managing service and project tickets effectively within the CRM software.
• Keeping the Resource Management Team informed of any issues or delays promptly for appropriate diary and customer expectation management.
• Completing department-specific training as required.
• Ensuring all data is kept secure in accordance with company policies.
• Completing HR, security, health and safety, and assigned training through the e-learning training portal.
Demonstrating understanding of Trident’s policies and procedures, including its Information Management System (IMS) and Information Security Management System (ISMS).

Benefits:

• Up to 32 days holiday per year plus bank holidays (25 days annual leave per annum - increased one day for every year of service up to 32 days + bank holidays).
• Access 7,000+ hours of on-demand IT courses, practice tests and virtual labs via ACI Learning (ITPro).
• Access to Bupa EAP (Employee Assistance Program) for you and your family.
• Access to vendor pricing for personal IT hardware and software purchases.
• Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.

• “Smart casual” dress code with dress down Friday raising money for the Rockinghorse Children’s Charity.
• Regular social and team-building events.
• ‘Refer a friend’ recruitment bonus scheme.
Social spaces in Trident’s office for staff to connect – Bar, pool tables, table tennis, arcade, etc.

We are excited to have the right person join our dynamic team and to be part of our thriving MSP environment.