We are pleased to be recruiting for a Technical Support Advisor to join a successful and growing company based in Hemel Hempstead. You will be responsible for delivering excellent Customer Service and technical skills.

Ideally, we are looking for candidates with an IT background however this could also be an excellent opportunity if you are an IT graduate looking for your first step into your career.

This role does require flexibility which does mean working weekends. If you are in office Monday to Friday, then hours will vary between 8am to 6pm. If you are working Saturday or Sunday then this will be from home, hours 9am to 5pm. This role also offers the fantastic opportunity for hybrid working!

The salary for this role is paying up to £25K and is a permanent, full-time position.

Duties:

• Ensure emails and calls are being dealt with efficiently.
• Ensure all calls are logged and incidents updated on a daily basis.
• Actively manage ticket system queues to chase resolution and reduce ageing tickets to agreed SLAs.
• Co-coordinating with customers and third line support groups for speedy resolutions when required.
• Monitor and escalate progress as appropriate to the severity of the issue and according to the SLA (where applicable).
• Identify common themes with recommendations for service improvements in training, knowledge documentation, technical fixes, process, and communication enhancements to improve the service provided by the Service Desk Team.
• Create help sheets and frequently asked questions lists for to expand the knowledge documentation and made available to relevant customers.
• Ensure documentation is up to date and current.

Candidate requirements:

• Excellent interpersonal skills
• Excellent communication skills
• Ability to work as part of a team
• Strong problem-solving skills
• Enthusiasm
• Ability to make decisions unsupervised
• Ability to escalate appropriately
• Comprehensive understanding of IT technologies and support principles
• Ability to delegate

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