Online E Recruitment Limited
£22000 - £25000 per year
27 Sep 2017
03 Nov 2017
Contract Type
Full Time
Helpdesk Technician Job Reading. Responsible for handling all first line technical queries. £25,000. Title: Helpdesk Technician Location: Reading Type Of Employment: Full-time Function: Professional Services Salary: £25,000 COMPANY DESCRIPTION: The company has been headquarted in Reading since 1988. It sells and supports managed print services and document solutions in the UK and Republic of Ireland through a network of distributors, dealers and resellers. The company is a global leader of colour and monochrome photocopiers, printers, MFPs and associated print and document management software. KEY RESPONSIBILITIES - Handle all first line technical queries relating to hardware and solutions. - Provide support and resolve issues over the phone. - Monitor and respond to the Incident Management email inbox. - Escalate any unresolvable issues to the appropriate second line support. - Diagnose and request the despatch of spare parts via Service Operations Administration when required. - Diagnose and log incident tickets on the incident management system and escalate to appropriate resolver group (return to base, exchange, etc). - Request field service call. - Log all queries via incident call management systems, updating call status where appropriate and closing calls once actions are complete. - Observe and adhere to the set service levels agreed. - Monitor call status and chase / escalate any outside of SLA for resolution. - Highlight and report on any areas of improvement. QUALIFICATIONS: - Previous experience of working on a IT helpdesk providing general IT hardware and software support or providing similar technical support. - A good knowledge of the windows environment, network connectivity and print drivers. - Previous experience of working with printers, MFPs and document software solutions would be advantageous. - Good problem solving skills to enable quick and effective resolution of technical issues. - An excellent telephone manner together with good communication skills generally. - First class customer service skills and a genuine desire to delight our customers. WHAT'S ON OFFER: On offer for the Helpdesk Technician Job Reading is a competitive basic salary up to £25,000.
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