Helpdesk Technician - 24/7 Global Support

Shortcuts Software; Trafford; On-site; GBP 22,000 - 28,000; Full time

Job summary

Shortcuts Software is seeking a proactive Helpdesk Technician to join our 1st level support team in the UK. You will handle inbound client calls, record issues, and provide timely, high-quality assistance to clients, educators and sales staff across time zones.

You will log and track cases, escalate when needed, and contribute to knowledge base articles while meeting KPIs for response and resolution times. This role requires weekend/public holiday availability as rostered.

Qualifications

• Sound understanding of the IT industry and the latest technologies.
• A high degree of computer literacy and technical competency.
• Excellent communication skills, both written and verbal, with the ability to create rapport with Clients, delivering a high level of customer service.
• Sound ability to quickly identify and diagnose low level proprietary application, web, computer or network errors and resolve these logically in a short time frame.

Responsibilities

• Log onto the phones punctually and prepared to start per the roster schedule.
• Answer all incoming calls to the Help Desk in a professional, confident and timely manner.
• Screen calls to ensure the Client is entitled to support i.e. registered in the Shortcuts Client database and on a support and maintenance contract.
• Understand and record the significant aspects of a Client’s issue in the call logging system.
• Record and monitor Client calls using company approved systems, tools and procedures.
• Retrieve messages from Voicemail and either return calls or distribute the messages, as appropriate.
• Acknowledge and deal with Client queries received through the Support Mailbox.
• Escalate Client enquiries appropriately to second or third level support, where an enquiry cannot be resolved to a Client’s satisfaction, as further technical assistance is required.
• Provide high quality, consistent and reliable support on all aspects of the Shortcuts product suite to Shortcuts Clients, Resellers, Educators and Sales staff
• Resolve, or assist in the resolution of Client issues through effective questioning, negotiation and conflict management, using the correct policies and procedures
• Ensure a high level of Client service and satisfaction is achieved through the process, end to end
• Investigate, replicate or test problems and queries to resolve open jobs.
• Generate, authorise or re-authorise software licenses
• Record and escalation software suggestions, bugs and/or problems to the Help Desk Manager
• Create, or assist in the creation of articles for the Knowledge Base.
• Assist in software testing
• Meet or exceed established KPI’s for call answer, average talk time and incident closure rate
• Take ownership of Client queries by updating Clients regularly on the status of their open jobs as per their preferred method of contact
• Schedule follow up calls and installation bookings and see them through to completion
• Ensure that a Client’s personal details are kept up to date in the call logging system and Client data is protected and Client confidentiality is upheld at all times
• Proactively participate in regular team meetings with departmental staff
• Put in extra effort and time, outside of office hours if necessary, to ensure the delivery of high quality support
• Be available to provide Help Desk support on weekends and/or public holidays, as per roster requirements
• Promote the Shortcuts company culture and values at all times

Skills

IT knowledge

Customer service

Communication skills

Phone support

Job description

Shortcuts Software is seeking a proactive Helpdesk Technician to join our 1st level support team in the UK. You will handle inbound client calls, record issues, and provide timely, high-quality assistance to clients, educators and sales staff across time zones.

You will log and track cases, escalate when needed, and contribute to knowledge base articles while meeting KPIs for response and resolution times. This role requires weekend/public holiday availability as rostered.