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 & incidents as well as administering our helpdesk to help ensure that SLAs are met, support tickets are progressed, records are updated 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.
Role and responsibilities
- Act as the first point of contact for all support requests & incidents.
- Ensure all support requests & incidents are logged correctly whilst following the appropriate processes and procedures.
- Perform the initial triage of support requests & incidents, 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, 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 & engineer 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, cloud, desktop and mobile operating systems.
- Undertake administrative functions in supporting the Cygnet technical service portfolio, for example: user management, records 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.
Pay: £27,000.00-£27,500.00 per year
Experience:
- Service Desk: 1 year (preferred)
Work Location: In person
