Service Desk Support

1st Line Helpdesk / Customer Support

East Sussex

1st Line Support person needed to join a telecoms company within the East Sussex area who are looking to grow their IT function. The successful applicant will be someone with a desire to learn and to offer efficient support to both IT and Telecoms clients. There will be ongoing training and personal development enabling career progression on a regular basis.

Responsibilities

• Work as a member of the 1st line response team to log calls and update the CRM system
• Communicate with customers demonstrating high levels of professionalism
• Taking ownership of issues and maintain regular customer contact
• Provide support on a range of software and technical issues via phone, email and remote access tools.
• Attempt resolution or escalate to specialist support teams
• Work to standard operating procedures and instructions
• Work to Service Level Agreements and specified targets and objectives
• Follow data compliance processes and procedures

Essential Skills

• Previous Support / Helpdesk / Service Desk or Call Centre experience
• Previous experience working in customer support
• Experience of online service products including applications
• Good standard of education and competent IT skills / technical skills
• Good communication skills including spoken and written English
• Confident user of Microsoft Office products - Windows, Word and Excel
• Good problem-solving ability
• Ability to communicate effectively at all levels
• Able to work on own or as part of a team
• An interest in keeping up to date with the latest technological advances
• The ability to build up a good rapport with customers at all levels

This is a great opportunity for someone currently within a 1st Line Support or Service Desk role as you will get to join a growing organisation where your experience and knowledge will also grow.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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