1St Line Support Helpdesk Technician

Lloyd Recruitment - Epsom; Horsham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking a 1st Line Support Helpdesk Technician in Horsham, England. The role involves responding to technical queries via various channels, diagnosing issues, and providing exceptional customer service. Ideal candidates will have troubleshooting experience or relevant IT qualifications. Competitive salary and benefits are offered, including a structured career path for trainees.

Benefits

Refer a friend bonus

Regular team socials

Pension

Qualifications

• Experience in troubleshooting and diagnosing problems.
• Ability to communicate effectively with customers.
• Understanding of first-class customer experience.

Responsibilities

• Responding to queries via chat, email, or phone.
• Diagnosing system errors and other issues.
• Providing technical assistance for clients.

Skills

Troubleshooting

Network repairs

Effective communication

Customer experience awareness

Education

IT degree or qualification

Job description

Overview

1st Line Support Helpdesk Technician

£25,000 basic

Full training programme

Monday to Friday

Pension

22 days hols + bank holidays

Responsibilities

• Responding to queries via chat, email, or phone
• Working with other staff members on troubleshooting and diagnosing problems
• Keeping fully aware of any new and updated software and hardware issues
• Providing technical assistance for questions and problems
• Diagnosing system errors and other issues
• Following up with clients to ensure full resolution of issues
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
• Running reports to analyse common complaints and problems
• Installing or changing software to fix issues
• Remotely accessing hardware or software for clients to make changes and fix problems

Ideal qualifications

• Ideally experience gained in troubleshooting / diagnosing problems, progressing them to colleagues if currently out of your remit / understanding
• Experience with Network repairs and analysis
• Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
• Understand the importance of providing and maintaining first class customer experience at all stages
• Consideration can be given to both experienced 1st line helpdesk technicians who want a more structured career path, as well as trainees with an IT degree or qualification gained from college/6th form

Benefits

• Refer a friend and earn a retail voucher worth up to £500
• Regular team socials
• Pension

Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.

By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.

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