1st Line Technical Support

Csod; United Kingdom; Hybrid; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Flexible working

Wellbeing program

Career development

Pension plan

Volunteering hours

Discounts & savings

Enhanced leave

Recognition programs

Job summary

Aster Group is seeking a 1st Line Technical Support team member to deliver IT triage and rapid response services to colleagues across the group. You will communicate clearly, report progress, and escalate where required to keep incidents moving toward resolution.

Strong customer service background and excellent written and verbal communication are essential, with an ability to adapt messaging for non-technical users. Flexible UK travel and hub visits may be required.

Qualifications

• Customer service background required.
• Strong written and verbal communication skills.
• Experience delivering IT services to colleagues less confident with technology.
• A calm, analytical approach with a logical mindset.

Responsibilities

• Provide 1st Line IT triage and rapid response to Aster Group colleagues.
• Document fixes and escalate incidents to the IT team as needed.
• Provide up-to-date progress reports and clear communication without jargon.

Skills

Customer service

Communication

Organisation

Time management

Analytical

Job description

Salary: £25,743 per annum (with an uplift to £27,743 following training)

Location: Flexible - able to travel to our main Hubs

Hours: 37 hours per week

If you are looking to kickstart your career in a supportive front line IT team and Customer Service is your thing, this role could be for you.

As a 1st Line Technical Support team member, you’ll be delivering a key IT triage service and rapid response service to all Aster group colleagues in the use of technology.

Day to day you will find yourself delivering excellent customer service, making sure that you provide up to date progress reports, avoiding the use of jargon and communicating in a way that supports your customer's needs.

You’ll be documenting fixes and escalating incidents and requests to other colleagues in the IT team when extra support is required.

You will be aware of repeating issues and will understand the need to highlight these, to ensure they are managed and resolved.

We’ll look to develop you in the role and salary increments will be paid once role specific training has been completed.

About you

You will be confident in your organisation and time management skills, and you will be able to adapt your day due to changing priorities.

You’ll have a customer service background and providing great customer service will be really important to you.

You will hold strong communication skills, both written and verbal.

Ideally you will have experience in delivering IT services to colleagues who are not confident with technology. Having a calm approach and adjusting your communication style will be a natural skill.

You will see yourself as analytical, with a logical approach and won’t be concerned about asking for help if you need it.

The role will support colleagues across our whole operating region and there will be times that you are required to be in one of our office HUBs. Ideally, you will be within an hour’s travel of at least one of our main offices, Devizes, Andover, Frome & Wareham. As travel is required you will have a full UK driving licence and access to a vehicle for work purposes.

What’s in it for me?

We invest in our colleagues because we know if they have a better day at work, the service our customers receive will be better. The Aster Offer is our offer to our colleagues to ensure they have a great day at work and includes things like:

• Flexible working – whilst some roles need to be carried out in a specific place at a specific time, where possible we encourage our colleagues to work to their own schedule at a location that suits them, their team and our business’ needs


• A focus on colleague wellbeing – workshops, an employee assistance programme offering counselling and support, mental health training and a health cash plan


• We invest in colleagues’ careers and development through our leader and colleague development frameworks


• Defined Contribution Pension and attached life assurance


• Volunteering hours available to all colleagues to enable them to give back


• Savings at cinemas, gyms, holidays, days out, various shops and eateries and lots more


• Enhanced leave


• We celebrate colleagues who go above and beyond with a range of personalised recognition initiatives, and monthly and annual awards.

All candidates will be required to verify their right to work in the UK prior to commencement of employment with the Aster Group & it’s subsidiary brands.

We create an inclusive workplace that promotes and values diversity and believe that creating an environment where everyone, from any background, can do their best work is the right thing to do.