Technical support Work, Jobs in Mortimer Common, Ham (with Salaries)

Customer Service Desk Analyst
ITQ Metis —Thatcham
- From £28,000 a year
- Full-time
- English
- Organisational skills
- In-person
- Free parking
- Sick pay
Quick apply
2d
Service Desk Analyst
Castle Trust Bank —Basingstoke
- Full-time
- Hybrid work
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
Second Line Support
SOUTHERN COMMUNICATIONS LIMITED —Basingstoke
- £29,000 - £35,000 a year
- Full-time
- Customer service
- Mentoring
- In-person
- Free parking
- Employee assistance programme
Quick apply
IT Support Engineer
Netbuilder —Farnborough
- Up to £30,000 a year
- Full-time
- Azure
- Windows
- Computer networking
Quick apply
IT Support Engineer - 1st Line Application Support
HealthNetConnections Ltd —Aldershot
- From £25,500 a year
- Full-time
- Software troubleshooting
- In-person
- Communication skills
- Free parking
Quick apply
8d
IT Field Support Technician - T2 / Second Line
Concero UK —Woking
- £28,000 - £34,000 a year
- Full-time
- Analysis skills
- Travel
- In-person
- Free parking
- Annual leave
Quick apply
2nd Line Technical IT Support Engineer
Hotality IT Solutions Ltd —Basingstoke
- £27,000 - £35,000 a year
- Full-time
- Hospitality
- English
- Hotel
- Free parking
- Annual leave
Quick apply
5d
IT Support Technician
Intouch Tech (UK) —Farnborough
- £30,000 - £35,000 a year
- Full-time
- Microsoft Outlook
- Travel
- Computer networking
- Free parking
- Work from home
Quick apply
10d
IT Support Technician / Customer Service Advisor
Cevitr Ltd —Farnborough
- £25,000 - £28,000 a year
- Weekend availability
- Customer service
- Computer skills
- Communication skills
- Free parking
Quick apply
11d
IT Support Technician
Techex —Bracknell
- Full-time
- Microsoft Outlook
- Computer networking
- In-person
- Work from home
Quick apply
12d
2nd Line Engineer - Yateley
Arc —Yateley
- £30,000 - £40,000 a year
- Computer networking
- SharePoint
- Training & development
Team Lead, Technical Support
Seequent —Reading
- Remote
- Computer literacy
- English
- Continuous improvement
IT Support Engineer I - Junior Helpdesk
Ariat Europe Ltd —Harwell
- Full-time
- Hybrid work
- Travel
- Computer networking
- Organisational skills
- Free parking
- Employee assistance programme
Quick apply
8d
Customer Support Technician
Ricoh —Reading
- Communication skills
Data Center Technician , Operations, IT, & Support Engineering
Amazon Data Services UK Limited —Didcot
- 12 hour shift
- Computer Science
- Bachelor's degree
- Travel
Service Desk Administrator - Saturday & Bank Holiday only
Retail-FCL —Basingstoke
- From £13.50 an hour
- Part-time
- Customer service
- In-person
- Employee discount
Quick apply
9d
IT Software & Systems Support
Palace International Ltd. (trading as Spectro | Jet-Care) —Odiham
- £25,000 - £35,000 a year
- Full-time
- Continuous improvement
- Travel
- Computer skills
- Free parking
- Annual leave
Quick apply
11d
IT Analyst Field Support
Axiom Technologies —Reading
- Full-time
Technical Support Engineer (US hours)
proventeq —Reading
- Hybrid work
- Databases
- Travel
- SharePoint
2nd Line IT Support Engineer
Open Cosmos —Didcot
- Hybrid work
- Google Suite
- Continuous improvement
- SharePoint

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Customer Service Desk Analyst

ITQ Metis
Thatcham

Quick apply

Job details

Permanent | Full-time
From £28,000 a year
2 days ago

Benefits

Free parking
Company pension
Sick pay
On-site parking

Qualifications

Technical troubleshooting
Customer service call handling
Incident queue management
Ticket management
English
Ticket management systems
Technical support incident logging
Organisational skills
Technical writing
Software testing
Customer support
Customer interaction
Application support
SaaS
Communication skills

Full job description

Customer Service Desk Analyst

About the Role

Hi there, we are looking for a proactive and organised Customer Service Desk Analyst to join our growing team. At the heart of this role is customer service. This role is ideal for someone early in their career who enjoys problem solving, technology and most importantly, loves helping and looking after customers.

You will be the first point of contact for customers who need help, whether they have a question, need guidance using our software, or are experiencing a technical issue. We are looking for someone who enjoys speaking with people, takes pride in providing a great service, and is able to make customers feel supported and confident that their issue is being looked after.

You will take ownership of incoming support requests through our service desk platform, keeping customers informed throughout the process and working closely with colleagues across the business to ensure queries are resolved efficiently and professionally.

There is also an important technical element to the role. You will develop a strong understanding of our software, investigate and troubleshoot user issues, assist customers with system configuration and access, and help test software updates and fixes.

You do not need to know everything from day one. We are looking for someone with a good technical mindset, a willingness to learn, and the ability to combine problem-solving skills with excellent customer service.

This is a great opportunity for someone early in their career who wants to build experience across customer support, software and technology, with opportunities to develop into more senior, technical or customer-focused roles in the future.

Key Responsibilities

Be the first point of contact for customers contacting the support desk
Provide friendly, helpful and professional support through every customer interaction
Take ownership of customer queries and ensure customers are kept informed of progress
Manage incoming support tickets through the service desk platform
Ask the right questions to understand customer issues and identify what help they need
Troubleshoot first-line software and technical issues
Guide customers through solutions in a clear and easy-to-understand way
Support users with system access, configuration and general system queries
Provide basic guidance and training to help customers get the most from our software
Escalate more complex issues to senior or technical teams when appropriate
Ensure escalations contain clear, accurate and useful information
Maintain accurate ticket notes, updates and resolutions
Monitor the support queue and help ensure response times and SLA targets are achieved
Work closely with colleagues across Support, Development and other internal teams to resolve customer issues
Assist with testing and validation of software updates, fixes and new functionality
Contribute to internal support documentation and knowledge base articles
Identify recurring customer issues and suggest ways we can improve our systems, processes and customer experience
Share customer feedback with the wider team to help us continually improve our service

Skills & Experience

Essential

Excellent customer service and communication skills
A genuine desire to help people and provide a positive customer experience
Friendly, patient and approachable communication style
Confident communicating with customers by phone, email and other support channels
Ability to remain calm, professional and kind when dealing with customers under pressure
Good written English and the ability to explain information clearly
Strong organisational skills and attention to detail
Ability to take ownership of tasks and follow issues through to resolution
Ability to prioritise workload and manage multiple customer requests
Comfortable learning and using new software systems
Good problem-solving skills and basic technical troubleshooting ability
Curious and willing to investigate how and why something works
Positive, proactive and team-oriented attitude
Willingness to learn and develop both customer service and technical skills

Desirable

Previous experience in a customer service, support desk or helpdesk role
Experience using ticketing or service desk systems
Experience supporting customers over the phone and by email
Understanding of SaaS or software platforms
Familiarity with Microsoft 365 and general business IT systems
Previous experience troubleshooting software or user issues
Experience working within a technology or software business

What Success Looks Like

Success in this role is not simply about closing tickets. It is about making sure customers feel supported throughout their experience with us.

You will be successful when:

Customers receive friendly, timely and helpful communication
Customers feel confident that their questions and problems are being taken seriously
Support tickets are handled efficiently and professionally
You take ownership of customer queries and keep people informed
First-line issues are investigated and resolved effectively
Technical escalations are accurate, detailed and well documented
Your understanding of our software and customer needs continues to develop
You build positive relationships with customers and colleagues
Customer feedback and recurring issues are recognised and shared with the wider team
You make a positive contribution to the support team and help us continually improve the service we provide

Career Development

We want this role to be somewhere you can develop and build your career.

As your knowledge, experience and interests grow, there may be opportunities to progress into areas such as:

Senior Service Desk Analyst
Technical Support Specialist
Customer Success
Account Management or Customer Relationship roles
Product Support
Operations

Pay: From £28,000.00 per year

Benefits:

Company pension
Free parking
On-site parking
Sick pay

Ability to commute/relocate:

Thatcham RG19: reliably commute or plan to relocate before starting work (required)

Application question(s):

Are you the kind of person who can deal with customers under pressure and remain calm, professional and kind at all times?

Language:

Fluent English (required)

Work authorisation:

United Kingdom (required)

Work Location: In person

Quick apply

Refine Your Search

technical support jobs in mortimer common, ham

Customer Service Desk Analyst

Service Desk Analyst

Second Line Support

IT Support Engineer

IT Support Engineer - 1st Line Application Support

IT Field Support Technician - T2 / Second Line

2nd Line Technical IT Support Engineer

IT Support Technician

IT Support Technician / Customer Service Advisor

IT Support Technician

2nd Line Engineer - Yateley

Team Lead, Technical Support

IT Support Engineer I - Junior Helpdesk

Customer Support Technician

Data Center Technician , Operations, IT, & Support Engineering

Service Desk Administrator - Saturday & Bank Holiday only

IT Software & Systems Support

IT Analyst Field Support

Technical Support Engineer (US hours)

2nd Line IT Support Engineer

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