We are seeking a new person to join us in a full time / permanent Helpdesk Technician role.
The person will work as part of a team on our Helpdesk to support our customers on our software products. You will likely have previous customer service experience and have a good working knowledge of computers, including systems such as Microsoft Windows and Microsoft Office.
Applicants should email in the first instance with a covering letter and CV to firstname.lastname@example.org Applications for this role are set to close on 28th February 2021.
Position: Software Helpdesk Technician
Hours: Monday – Friday. 0830 – 1700.
Location: Beverley, East Yorkshire
Covid-19 information: This role is usually an office based role however all staff have been working from home as part of following government guidelines during the Covid-19 pandemic. Our office is equipped with protective equipment and it is likely that a new person coming into this role will need up to 2 weeks of one on one training in the office. Social distancing guidelines will need to be followed at all times.
The role of a Software Helpdesk Technician is to provide high quality 1st line support for all aspects of our business relating to our products. You will be working in a team dealing with our business customer queries via telephone and email.
You will be expected to offer excellent service and support to all customers, so good communication skills and the ability to prioritise is essential. We are committed to providing a high-quality, personal and responsive service to our clients, so we are strongly focused on our customers’ needs and improving our service delivery.
Ultimately you will ensure that all calls and emails are answered promptly, and that all requests are dealt with appropriately and adequately logged within the businesses customer management systems.
Act as the 1st line support contact for all incoming calls and emails from customers.
1st line support – troubleshooting IT related problems for our windows based and cloud based products ensuring issues are logged with the required information.
Ensure all calls and emails are logged and managed within our management system.
Escalate unresolved issues to 2nd line support team in a timely manner.
Keeping customers updated on outstanding tickets.
Take ownership of incoming queries and follow up the status on behalf of customer and communicate any progress in a timely manner.
Taking responsibility for calls and seeing them through to completion.
Assigning customer requests to the appropriate 2nd and 3rd line teams after all troubleshooting steps have been exhausted.
Proactively picking up on trends from calls logged (e.g. identifying customer training needs or logging problems that are of a similar nature from multiple calls or emails).
Try out and test new products and features that the business develops for its customers and provide feedback on that testing prior to the business releasing new and updated products to customers.
Key skills and personal traits required:
At least 1 year of relevant experience in a 1st line support or a customer experience role.
Ability to advise customers on technical difficulties they are experiencing.
Excellent written and oral communication skills.
Time management with the ability to multi-task.
Logic and Troubleshooting.
Ability to learn new technology and systems.
High level of initiative and to work well in a team environment.
Ability to manage and develop customer relationships.
What’s on offer:
Starting salary dependent on experience. £16,000 to £18,000.
Company pension scheme
Employee Assistance Programme
Please email in the first instance with a covering letter and CV to email@example.com
All staff at Garage Data Systems are back in the office as of 20th July 2020. We are operating at full capacity and are adhering to government rules regarding being back in the office.
We hope that all customers, past and present are keeping safe and well, and operating safely and mindful of the guidelines if at all possible. Government guidelines have said that Garages are seen as essential businesses and can be open to serve customers during this lockdown. We have many tools and features in our system for you to communicate with your customers during this time. These are available to all customers that require them.
Please stay safe and follow the government guidelines.
From all at Garage Data Systems.
Garage Data Systems Ltd
Tel: 01482 330735