It Support Desk

IT Support Desk

Location: Brierley Hill

Salary: £26,000 - £29,000

My client in Brierley Hill is looking for a IT Support Desk candidate to join their team who is logical, proactive and enthusiastic. You will be delivering remote support to clients and customers with telephony changes and faults. This will involve logging tickets, providing updates, connecting to remote hardware and platforms, remote desktop applications and making live changes to systems.

The successful candidate will communicate with the customer via the ticketing system or over the telephone to resolve issues or make changes as per requirements. The candidate will also manage the calendar or our engineers to make appointments with customer for logged faults that may require on site intervention.

Responsibilities:

Logging faults and providing timely updates and fixes to customers.

Providing technical support, answering support queries via phone & ticketing system.

Determining the nature of faults and the steps required to rectify it.

To record and pass queries as required to appropriate internal and external teams.

Using supplier portals to manage systems and faults.

Creating and maintaining customer profiles within the ticketing system.

Closing tickets when problems are rectified, or changes made as appropriate.

Testing of changes to ensure correct operation.

Using remote control software and tools to provide fault resolution and diagnosis.

Logging and chasing faults with 3rd party suppliers.

Managing calendars of engineers along with the Service Delivery Manager.

Key skills and competencies

Proficiency in the troubleshooting and resolution of all client queries.

Utilising a wide range of technological tools to investigate, diagnose and fix to a defined service level target, or where appropriate forwarding specialist technical support issues to the appropriate team.

Being able to prioritise workload as necessary.

Knowledge of Gamma Horizon, Panasonic, NEC, and Splicecom telecoms systems (not all required, but as many as possible is a great advantage).

Keeping knowledge up to date with changes to products, trends, and technologies.

Excellent problem-solving skills along with the ability to maintain calm under pressure.

A methodical and structured approach to problem solving.

IT and/or networking understanding would be a great benefit.

A knowledge of Support Desk tools.

Work as part of a team.

Good Communication and organisational skills.

Strong customer focus and readily goes the extra mile.

Ability to develop skills and work on own initiative.

Highly IT literate, this a technical role.