IT Helpdesk / 1st Line Support

Dynamite Recruitment Solutions Ltd
12 Feb 2017
12 Mar 2017
Contract Type
Full Time

IT Helpdesk / 1st Line Support

Location: Portsmouth

Salary: £16000 - £18000 dependant on experience

Hours of work: 09:00am - 17:00pm

Duration: Temporary with a view that it could continue to permanent

Dynamite Recruitment are proud to be working in partnership with a technical business based in Portsmouth. You will work on a customer service helpdesk and provide specialist support to clients in an efficient and accurate manner.

You will be the first point of contact for all clients and will manage all issues to the point of resolution or further escalation across the team.

Primary duties and responsibilities

  • Provide first and second level support for hardware and software application issues
  • Provide resolutions to customer issues
  • Diagnose system errors and other issues
  • Track, route and redirect problems to correct resources
  • Respond to queries via telephone, email and system portal
  • Identify, investigate and research user questions and issues
  • Follow up with customers, provide feedback and see issues through to resolution
  • Utilise excellent customer service skills and exceed customers' expectations
  • Ensure proper recording, documentation and closure of issues

In addition to the above duties, the higher levels within this job family may also perform the following:

  • Briefs customers and/or management on the status of resolution efforts
  • Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel
  • Recommends system or process improvements, including procedures, training, and enhanced documentation

Required Skills

  • Identifies problems in straightforward situations, and makes sound decisions using standard procedures
  • Works within established procedures with a moderate degree of supervision
  • The ability to work under pressure and to deadlines
  • Has developed knowledge and skills through formal training
  • Good Customer service and experience in a 1st line / 2nd line support environment
  • Good PC and Microsoft product knowledge (including Word & Excel)
  • Good time management / understanding priorities
  • Good communication (written and spoken)
  • Advanced troubleshooting and multi-tasking skills

Preferred Skills

  • Basic understanding of Networks
  • Some knowledge of SQL, Citrix, Active Directory, SFTP
Dynamite Recruitment Solutions Ltd is acting as an Employment Business in relation to this vacancy.