Helpdesk Support Technician

Rackspace; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading cloud solutions provider is seeking an entry-level Helpdesk Support Technician in Cardiff. You'll be the first point of contact for customers, providing support via chat, phone, and tickets. Ideal candidates are motivated to learn in a customer service role, with strong communication skills and the ability to work in a team environment. Shift patterns include weekend work, and weekly office presence is required. Full training provided.

Qualifications

• Strong verbal and written communication skills.
• Ability to work at a team level as well as independently.
• Willingness to learn and improve technical and interpersonal skills.

Responsibilities

• Escalate support requests according to procedures.
• Manage incoming customer calls and chats.
• Ensuring adherence to customer & SLA commitments.

Skills

Familiarity with desktop OS & Office tools

Strong verbal and written communication skills

Self-motivated with a strong desire to learn

Ability to work in a team

Job description

Rackspace is looking for an entry level Helpdesk Support Technician to be first point of contact for our Customers when they call in. You will be expected to provide technical and non-technical support to our customers over chat, phone and via support tickets. In this varied and exciting role you will be responsible for managing the Rackspace's International support ticket queues and first line resolution. We are looking for people who can display good judgment in the decisions you make, and create and maintain customer loyalty by going above and beyond the customer's expectation. We will provide full training - so if you are a customer service hero and are looking for your first role in an IT position, go ahead and apply!

Responsibilities

• Escalate support requests (phone/ticket/chat) according to escalation procedures
• Work on "quick-fix tickets" (e.g. system resources, MyRackspace requests)
• Manage incoming customer calls and chats
• Basic user administration
• Queue management (triage & routing)
• Ensuring we adhere to customer & SLA commitments
• Providing Fanatical Support in all of the above

Qualifications & Requirements

• Familiarity with desktop OS & Office tools
• Self-motivated with a strong desire to learn and improve both technical and 'people' skills
• Strong verbal and written communication skills
• Strives for performance improvements in oneself and peers
• Ability to work at a team level as well as an individual level
• Ability to interact confidently with more senior / skilled areas of the business.
• You will be required to work a shift pattern including weekend work
• Ability to attend the Cardiff office weekly
• LI-JB2