It helpdesk technician

The Helpdesk Technician will work as part of a team and is responsible for driving high levels of customer satisfaction by handling support requests from customers/users via tickets, email and phone requests. Job Summary: This opportunity is ideal for a skilled and driven individual who possesses a strong interest in technology. You will play a vital role in supporting our Customers IT systems and services for servers, desktops, laptops, switches, mobile devices, server software, M365 and security. · Provide assistance and support for hardware and software needs · Deliver a high-quality service to end users, fulfil service requests and fix incidents · You will update the customer continually during working a ticket · Responsively handle tickets and change requests while effectively prioritizing work tasks · Communicate effectively with customers and users (from all levels) · Provide remote support as required · Carry out regular daily, weekly, monthly tasks to ensure the smooth running of customer systems as required · Respond to calls incidents in a timely fashion be able to prioritise as necessary · Propose proactive actions to reduce calls going forward · Engage with customers, technical managers to deliver reliable solutions · Employ a systematic approach to problem-solving, utilizing both customer-facing and technical skills in order to resolve issues as quickly as possible You will have: · At least 2 years’ experience of working in IT support. For more junior roles, experience not required but preferable · Experience with using a helpdesk system to manage incidents · Have excellent hardware and software skills to reduce escalations of issues · Work well with 3rd party service providers and be able to develop excellent working relationships · Excellent communication skills both with the users and the other areas of the IT team combined with good documentation skills · Excellent time management and organisational skills · Committed to providing an excellent level of service for users · The ability to both follow and create processes to ensure a consistent level of service · Thorough and analytical with a creative approach to problem solving · Ability to search; being able to find quality information quickly to get a solid solution Qualifications: · Technical qualifications? The standard Maths, English and preferably ICT or something to show you have carried on learning IT if not doing it as a job · Demonstrated ability to thrive in a dynamic, fast paced environment · Exceptional ability to engage and communicate with customers, actively listen for feedback, and lead challenging conversations with customers toward positive outcomes · Strong analytical ability, capable of identifying high-impact solutions to identified customer problems, as well as proactively solving potential issues before they become problems for the customer · Ability to collaborate cross-functionally and engage resources both within and outside of your direct control to move efforts forward in support of a common goal for the customer and the business Who We Look For: Convene IT Helpdesk Technicians are innovators and problem-solvers, providing resolution for issues for risk management, data, mobile, systems and communications. We look for creative collaborators who evolve, adapt to change and thrive in a fast-paced environment. Notes: This job profile is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the business. Job Type: Full-time Salary: £20,000.00-£24,000.00 per year Benefits: Company events Company pension Free parking On-site parking Private dental insurance Private medical insurance Schedule: 8 hour shift Day shift Monday to Friday No weekends Education: GCSE or equivalent (preferred) Experience: Technical support: 2 years (preferred) Customer service: 2 years (preferred) Ability to Commute: Salford (required) Work Location: In person