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1st Line Support / Helpdesk Software West Midlands

Boston Capel
Job LocationSolihull
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

1st Line Support / Helpdesk - Software - West MidlandsOur client, a highly successful software company, is looking for a customer-centric 1st Line Support / Helpdesk Executive to provide fantastic customer service to their clients. The 1st Line Support / Helpdesk Executive will work with external customers to resolve their IT related issues via phone and remote access tools. You will be based in their Solihull office.Key responsibilities-

  • Ensure that each contact with a client is an enjoyable and rewarding experience for all involved
  • Managing incoming contact from the Customer via email and phone
  • Logging of Incidents / Requests in the support ticketing system
  • Categorisation of Incidents with respect to their severity and urgency
  • Management of 1st Line queue and personal queue of outstanding incidents and requests in priority order
  • First contact fix of incidents
  • Resolution of standard request types in a timely manner
  • Escalation (functional) where Incident / Request is not responsibility of 1st Line
    • The 1st Line Support / Helpdesk should have the following experience, qualifications and skills-Experience-
  • At least a year’s experience of working in a 1st Line Support / Helpdesk role
  • Experience of inbound customer support
  • Experience of working within a fast paced environment taking 40+ inbound calls per day
  • Experience of working in IT and in software in particular (desirable)
    • Qualifications-
  • At least five GCSEs at Grade B or above including English and Maths
  • ITIL Foundation V3 certified
    • Skills-
  • Great communication skills -both verbal and written
  • Self-motivated and outgoing
  • A bright and professional telephone manner
  • Ability work well under pressure
  • Attention to detail
  • A can do attitude
  • Has the ability to work independently and as part of a team in a fast-paced environment required
    • This is a fantastic opportunity to join a growing and award winning software company. In return our client offers a competitive salary and excellent career prospects for the right individual.1st Line Support / Helpdesk - Software - West Midlands Required skills
  • Customer Service
  • Helpdesk
  • ITIL
  • Software
  • 1st Line

    • Keyskills :
    Customer Service Helpdesk ITIL Software 1st Line

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