IT Helpdesk Technician

Flotek Group; Wales; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

EMI Share Equity Scheme

Day off for birthdays and weddings

Paid day to support charity

Perkbox discounts

Time off for child's first school day

24/7 Support Line

Job summary

Flotek Group is seeking a customer service-focused individual for their ICT sector in the UK. The role involves providing technical support via phone, email, and chat, resolving issues, and maintaining records in a ticketing system. Candidates should have a background in ICT service desk roles, solid customer service skills, and a full UK driving license. Benefits include EMI Share Equity Scheme, days off for special occasions, and 24/7 support line availability.

Qualifications

• 2nd/3rd line ICT background with service desk experience preferred.
• Solid customer service experience with excellent communication skills.
• Comfortable using CRMs and documentation solutions.
• Full UK driving licence.

Responsibilities

• Respond to user enquiries and provide technical support.
• Resolve problems and escalate complex issues.
• Monitor and investigate ICT network and application performance issues.
• Create and maintain records in a ticketing system.
• Prioritise and categorise tickets based on urgency.
• Update customers with relevant information on cases.
• Provide excellent customer service to end-users.
• Attend customer sites for on-site assistance.

Skills

Customer service experience

Verbal communication skills

Written communication skills

Teamwork

CRMs usage

Job description

We are looking for an enthusiastic, customer service-focused individual with previous experience working within the ICT sector, preferably in an IT Helpdesk or IT Delivery role. You will be responsible for taking inbound calls from customers who require technical assistance, triaging and resolving tickets, and escalating where needed. This role will also include attending customer sites when on-site assistance is required.

Please Note: we are required to carry out a DBS check for every open vacancy.

Responsibilities

• Respond to user enquiries and provide technical support through various channels such as phone, email, or chat.
• Resolve problems by applying known solutions or escalating more complex issues to higher-level support.
• Investigate and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues.
• Create and maintain detailed records of user requests and reported issues in a ticketing system.
• Prioritise and categorise tickets based on urgency and impact.
• Create documentation and knowledge base articles to assist users in resolving common issues.
• Ensure all open cases are updated with relevant information and customers are regularly updated.
• Provide excellent customer service by communicating effectively and professionally with end‑users.
• Attend customer sites to assist with tickets that cannot be resolved remotely.
• Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development.

What We Are Looking For

• A 2nd/3rd line ICT background with service desk experience preferred.
• Solid customer service experience with excellent verbal and written communication skills.
• Loves working as part of a team.
• Comfortable using CRMs and documentation solutions.
• Full UK driving licence.

Eligibility

Due to the nature of the role, the company is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.

Benefits

• EMI Share Equity Scheme — own a slice of the Purple Pie.
• Day off for birthdays, weddings, moving and religious holidays.
• Give back day: 1 paid day yearly to support your chosen charity and join fundraisers.
• Save on gyms, shops and more with Perkbox discounts and deals.
• Family First: Time off for your child’s first school day and fun family events.
• 24/7 Support Line: Confidential helpline plus 5 free counselling sessions per team member.