IT Helpdesk Technician

Flotek Group; Pencoed; Presencial; GBP 24.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

EMI Share Equity Scheme — own a slice

Day off for your birthday

Day off for life milestones such as a婚

Give back day to support your chosen

Savings on gym memberships, shopping

Social events and team building

Opportunities for professional growth

Descripción de la vacante

Flotek Group is seeking a customer service-focused ICT professional with experience in IT Helpdesk or IT Delivery. You will handle inbound customer calls for technical assistance, triage tickets, and escalate where needed.

You may visit customer sites for on-site support. The role requires DBS check compliance and a full UK driving license; you will work as part of a collaborative team while staying up-to-date with industry best practices.

Formación

• 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.

Responsabilidades

• Respond to user enquiries and provide technical support through phone, email, or chat.
• Resolve problems by applying known solutions or escalating more complex issues to higher-level support.
• Investigate and monitor 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.

Conocimientos

ICT Support

Customer service

Ticketing systems

CRM usage

Driving licence

Herramientas

CRM software

Descripción del empleo

The Role

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.

Benefits

• EMI Share Equity Scheme — own a slice of the Purple Pie.
• Day off for your birthday.
• Day off for life milestones such as weddings, moving house, child's first day at school, or religious holidays.
• Give back day to support your chosen charity.
• Savings on gym memberships, shopping and other discounts through Perkbox.
• Social events and team building opportunities.
• Opportunities for professional growth and development.

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