Convene IT
Location
Italy | United Kingdom
Job description
The Helpdesk Technician will work as part of a team and is responsible for driving high levels of customer satisfaction by handling support requests from customers/users via tickets, email and phone requests.
Job Summary:
This opportunity is ideal for a skilled and driven individual who possesses a strong interest in technology. You will play a vital role in supporting our Customers IT systems and services for servers, desktops, laptops, switches, mobile devices, server software, M365 and security.
· Provide assistance and support for hardware and software needs
· Deliver a high-quality service to end users, fulfil service requests and fix incidents
· You will update the customer continually during working a ticket
· Responsively handle tickets and change requests while effectively prioritizing work tasks
· Communicate effectively with customers and users (from all levels)
· Provide remote support as required
· Carry out regular daily, weekly, monthly tasks to ensure the smooth running of customer systems as required
· Respond to calls & incidents in a timely fashion & be able to prioritise as necessary
· Propose proactive actions to reduce calls going forward
· Engage with customers, technical managers to deliver reliable solutions
· Employ a systematic approach to problem-solving, utilizing both customer-facing and technical skills in order to resolve issues as quickly as possible
You will have:
· At least 2 yearsâ experience of working in IT support. For more junior roles, experience not required but preferable
· Experience with using a helpdesk system to manage incidents
· Have excellent hardware and software skills to reduce escalations of issues
· Work well with 3rd party service providers and be able to develop excellent working relationships
· Excellent communication skills both with the users and the other areas of the IT team combined with good documentation skills
· Excellent time management and organisational skills
· Committed to providing an excellent level of service for users
· The ability to both follow and create processes to ensure a consistent level of service
· Thorough and analytical with a creative approach to problem solving
· Ability to search; being able to find quality information quickly to get a solid solution
Qualifications:
· Technical qualifications? The standard Maths, English and preferably ICT or something to show you have carried on learning IT if not doing it as a job
· Demonstrated ability to thrive in a dynamic, fast paced environment
· Exceptional ability to engage and communicate with customers, actively listen for feedback, and lead challenging conversations with customers toward positive outcomes
· Strong analytical ability, capable of identifying high-impact solutions to identified customer problems, as well as proactively solving potential issues before they become problems for the customer
· Ability to collaborate cross-functionally and engage resources both within and outside of your direct control to move efforts forward in support of a common goal for the customer and the business
Who We Look For:
Convene IT Helpdesk Technicians are innovators and problem-solvers, providing resolution for issues for risk management, data, mobile, systems and communications. We look for creative collaborators who evolve, adapt to change and thrive in a fast-paced environment.
Notes :
This job profile is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the business.
Job Type: Full-time
Salary: £20,000.00-£24,000.00 per year
Benefits:
Schedule:
Education:
Experience:
Ability to Commute:
Work Location: In person
Job tags
Salary
