Job title: Helpdesk Technician (1st line)
Line manager: Service Delivery Manager
Responsible for: IT support for Cygnet IT Services CIC and its customers and helpdesk administration.
Place of work: Based at our head office when not working at customer sites
Job Summary:
The Helpdesk Technician will provide 1st line support and act as the first point of contact for our customers, logging and triaging support requests as well as administering our helpdesk to help ensure that SLAs are met, support tickets are progressed and customers are kept up to date.
As a member of the IT Support team you will be expected to build-up and maintain a good level of knowledge across Cygnet’s Services and demonstrate this when dealing with issues affecting our customers.
Roles and Responsibilities:
• Act as the first point of contact for all support requests
• Ensure all support requests are logged correctly whilst following the appropriate processes and procedures
• Perform the initial triage of support requests, resolving tickets where possible
• Assign or escalate tickets to an appropriate member of the Cygnet team where necessary
• Monitor tickets and ensure they are actioned to meet the Service Level Agreements
• Ensure tickets that are waiting customer or 3rd-party feedback are followed up and updated
• Monitor the progress of tickets for the technical services team and identify tickets that are stale or require action
• Ensure customers have relevant and concise feedback when working on their requests
• Ensure Service Desk resolutions are updated with relevant and concise information when each request is completed
• Update / create knowledge base articles when appropriate
• To work on tasks in priority order
• Carry out remote fault diagnosis, rectifying faults where possible or escalating to senior staff or arranging third party maintenance or support
• Be proactive in identifying potential improvements in processes and systems and report these to your line manager
• Work closely with other team members providing support where needed as and when requested
• Build and maintain customer documentation
• Take reasonable actions to ensure data and hardware is secure from unlawful attacks
• Ensure your knowledge of all company information is up to date
• Help create a friendly support team that is respected and trusted by all customers
• Maintain and improve your skillset with up-to-date date knowledge of current server, desktop and mobile operating systems
• Undertake administrative functions in supporting the Cygnet technical service portfolio, for example: user management, backup and recovery
• Ensure all activities are undertaken in compliance with Health and Safety policy, equal opportunities policy and other policies and procedures that are provided
• Attend customer sites if required to assist with rectifying faults and installation of new equipment
• Undertake such other duties as may reasonably be required by your line manager
Person Specification:
Cygnet IT Services CIC is a small IT support and managed services company specialising in IT services to the education, charity and small business sectors.
This is a new position joining our technical support team which is comprised of both office and field-based staff. As a member of a larger support team you will be expected to liaise and work closely with your colleagues, supporting each other to maintain good customer service and foster ideals of ownership and teamwork. The ideal candidate will have a keen interest in IT and previous experience working in an IT support environment. You will be expected to provide high quality 1st line support and assistance to our customers over the phone, via email and by using specialist remote support tools.
The role will be responsible for monitoring our service desk, raising and managing service desk tickets. You will help ensure that ticket information is accurate and that tickets are progressed though the support lifecycle in line with our Service Level commitments.
Essential Criteria:
• A pro-active approach to IT support and customer service
• A keen interest in technology and IT
• The ability to work independently using your own initiative as well as part of a team
• Good written and spoken communication and customer service skills
• Ability to work under pressure and multi-task
• Be responsive to the needs of the company and be able to adapt your approach to meet new requirements
• Be able to explain technical concepts in simple terms to peers, end-users and customers
• Willing to continually learn and develop your skills
• Be able to maintain a high degree of customer service for all customer queries and interactions
• A methodical and thorough approach to troubleshooting support requests
Essential Skills:
• Good organisation and time management skills
• Experience of troubleshooting PC issues
• GCSE English and maths or equivalent
Desirable Skills:
• Previous experience of working on an IT support helpdesk and working to SLAs
• Experience of supporting and troubleshooting Microsoft Windows, Mac and mobile devices
• Experience of working with Windows domains and Active Directory
• Experience of configuring Group Policy objects
• Experience of using Autotask and or Datto RMM (CentraStage)
• Experience of using remote support tools
• Experience of using PowerShell
• Google Apps/Office 365 experience
• Mobile device management technologies
• Valid driving licence
Salary Band:
The salary band for the position is 22.3k – 24k; this is for guidance only and may be altered at any time.
Working hours:
Full time post, 37.5 hours per week
Employee Benefits:
25 days annual leave (plus bank holidays) rising 1 day per years’ service to 33 days.
5% workplace pension
Employment Checks:
Position will be subject to satisfactory references, employment eligibility and enhanced DBS checks.
To apply:
Interested candidates should send a CV along with a covering letter explaining why they are suited to the role to recruitment@cygnet.it
