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Helpdesk

Employer
Inspired Energy Plc
Location
UK
Salary
Competitive
Closing date
20 Apr 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

We implement energy efficiency and management projects for large busineses in hundreds of client sites in a typical year, using a combination of employed and sub-contracted workforce. Typically several high value projects run in parallel with fast turnover and regular milestones. Customised delivery and unrivalled service and support tailered to each business is crucial to our business model. Excellent communication is key.

Overview - the role

To provide 1st line technical support to customers & project team members, primarily focussing on the day to day reactive queries raised to the support team and by the support manager. This role will be based in our Harrogate office working from 12:00 - 20:00 Monday to Friday and on call 1 weekend every 4 weeks. Ignite offer a weekend on call service to our clients which is rotated between the Bureau Team members.

Responsibilities

The key responsibilities for this role are:
  • Responding to customer queries and issues
  • Raising and solving cases on helpdesk case management system
  • Meeting customer SLAs
  • Analysis and reporting of common issue trends
  • Updating customer help documentation
  • Working with field engineers to assist with issues and new projects
  • Testing of new hardware
  • Exploring & implementing energy saving opportunities
  • Producing proactive technical support reports for customers
  • Attending sites to health check and resolve minor issues

Candidate Requirements
  • Exceptional communication skills when dealing with customers & project team
  • The ability to manage workload
  • Flexibility and adaptability to changing workloads
  • Exceptional intuition and problem-solving skills
  • Professional telephone manner
  • Ability to work effectively both independently and as part of a team
  • Competency in Microsoft applications including Word, Excel & Microsoft Dynamics 365
  • Ability to work on tight deadlines
  • A working knowledge of building controls & energy management
  • Logical approach to new problems
  • Strong background in a technical field such as IT
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