Main purpose of the job
To provide excellent customer focused 1st line technical support to clients, assisting with a range of hardware and software problems via telephone and email.
Key Tasks and Responsibilities
- Provide remote 1st line technical support; answering support queries via telephone or email to meet the agreed SLAs
- Maintain a high degree of customer service at all times for all support queries and adhere to all internal processes for Fusion and our clients
- Take ownership of user problems and be proactive when dealing with the issue and ensure the client is kept up to date if their case in on going
- Log all calls accurately in the helpdesk system and maintain full documentation allowing others to pick up if necessary
- Respond positively to all enquiries from clients and help them resolve any problems efficiently and accurately
- Escalate more complex service issues to your Team Leader if you are unable to assist
- Liaise with third parties as necessary to resolve any issues as they arise
Personal and Team Responsibilities
- Experience in an IT helpdesk or similar role (ideally 6 months+)
- Excellent telephone manner and face to face communication skills
- Good knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 7/Windows 10)
- Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
- Basic understanding of PC hardware set-up and configuration
- Basic understanding of networking
- Experience with troubleshooting Remote Desktop Service and bespoke application environments – desirable
- Active Directory/Office 365 experience -add/remove change
- Ability to work alone and as part of a team, in a fast-paced environment
- Excellent time management skills
- Confident to triage and troubleshoot as necessary
- GCSEs grade A – C in English and Math’s (or equivalent)
To apply please send your CV to [email protected]
