Helpdesk Technician - Archard Talent : Job Details

Customer Support / Service Desk / Helpdesk Technician

Join our client's Helpdesk team as a Customer Support Technician and play a pivotal role in maintaining their commitment to exceptional customer service. In this role, you’ll leverage your technical expertise to manage faults and resolve remote cases efficiently. With opportunities for career advancement, this role could lead to supervisory and managerial positions in the future.

Responsibilities:

• Document all customer interactions within the CRM, ensuring every case is accurately tracked from start to resolution.
• Diagnose and assess new cases within an hour of receipt, assigning appropriate priority levels.
• Perform remote programming and troubleshoot faults to ensure timely resolutions.
• Coordinate faults and escalate issues through 1st, 2nd, and 3rd line support, as well as with third-party suppliers when necessary.
• Provide support for the upkeep and maintenance of customer systems and services on-site.
• Assist in the installation of systems and services at customer premises.
• Maintain and support company in-house systems.
• Conduct customer satisfaction surveys following each resolved case.
• Apply resourcefulness and creativity to solve challenges and optimize service.

Skills & Qualifications:

• Strong self-motivation and drive to deliver high-quality service.
• Excellent communication skills, both in-person and via phone, with a focus on active listening.
• Resilient and positive approach to customer service.
• Strong interpersonal skills, including the ability to influence, persuade, and engage effectively.
• A collaborative team player dedicated to operational efficiency.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and social media platforms.
• Proven experience in the ICT installation and maintenance field.
• Innovative and proactive in achieving objectives.

Performance Expectations:

Your success in this role will be measured against operational KPIs. Regular one-to-one check-ins and an annual review will support your ongoing development and track performance metrics.

Benefits:

• Salary up to £30,000
• Overtime available
• Access to a company van for work use
• Comprehensive training program for skill enhancement
• Opportunities for career progression into advanced technical support roles