Help Desk Support
Executive Mandate Specification
Job Summary
We are looking to employee a Helpdesk Support Technician to join the helpdesk support team within the IT Department of a large logistics network. In this role, your duties will include diagnosing and resolving software and hardware faults, assisting with customer queries and asset management. The software supported is a bespoke application and full understanding of business processes and functionality will be required.
To ensure success in this role, you should efficient, detail-focused and comfortable being a member of a small team. The ideal candidate is a good team player, resourceful, a good problem solver and organised.
Hours of work are required to be flexible in line with business requirements as the IT department operates from 7am – 5.30pm. Additionally providing on call out of hours support as required on a rota basis (from 5pm to 9pm) approximately 2 days per week.
Key Responsibilities
· Investigate customer reported problems connecting to customer sites as appropriate. Replicate issues and resolve accordingly.
· Communicating effectively with other team members to share knowledge.
· Log all calls clearly and accurately within systems so they can be understood by other team members.
· Ensure customers are kept advised of problem progression and urgent problem fixes are completed promptly.
· Build effective relationships with both internal and external customers.
· Identify and implement all opportunities to eliminate the re-occurrence of problems.
· Maintain an in-depth understanding of the internal software, its operation and interface to external systems.
· Maintain an in-depth understanding and physical knowledge of all track and trace hardware.
· Provide Asset Management support for internal and external IT Track and Trace equipment as required.
· Assist in testing of new concepts, systems, software and hardware as required.
Qualifications and Skills
· IT literate: Excel, Word, PowerPoint and email
· Professional and competent telephone manner
· Excellent communication skills (written, verbal, presentational)
· Excellent interpersonal skills
· Detail-focused
· Ability to work well on own initiative
· Strong team player
· Ability to prioritise
Job Types: Full-time, Permanent
Salary: £22,000.00-£23,500.00 per year
Benefits:
- Employee discount
- Free parking
- Life insurance
- Wellness programme
Schedule:
- Day shift
Ability to commute/relocate:
- BIRMINGHAM: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: One location
Application deadline: 17/02/2023
Statutory Executive Benefits & Governance
- Executive Health, Vision & Dental Coverage with Global Provider Options
- Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
- Annual Discretionary Performance Incentive & Long-Term Equity Participation
- Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
- US Department of Labor & E-Verify Work Authorization Sponsorship
