Multi-Channel IT Helpdesk Advisor

Impellam; City Of London; On-site; GBP 26,000 - 38,000; Full time

Job summary

Impellam is seeking a capable One Desk Advisor to provide professional IT support across multiple channels, handling complex queries and ensuring first contact resolution where possible. You will work within SLA boundaries and maintain accurate records while engaging with internal and external stakeholders.

You'll use RemedyForce or similar CRM to manage correspondence, contribute to knowledge base updates, and adapt to changing processes.

Qualifications

• Experience in providing IT support in a large organisation.
• Knowledge of incident, problem and change management.
• Experience with CRM systems such as RemedyForce.
• Ability to deliver accurate advice with attention to detail.

Responsibilities

• Respond to queries across multiple channels within SLA.
• Own tickets from intake to resolution.
• Maintain confidential records of interactions.
• Collaborate with PS Hub and other teams.

Skills

IT support

CRM systems

Customer service

ITIL v4 Foundation

Communication

Problem solving

Education

ITIL Foundation certificate

Tools

RemedyForce

Job description

Impellam is seeking a capable One Desk Advisor to provide professional IT support across multiple channels, handling complex queries and ensuring first contact resolution where possible. You will work within SLA boundaries and maintain accurate records while engaging with internal and external stakeholders.

You'll use RemedyForce or similar CRM to manage correspondence, contribute to knowledge base updates, and adapt to changing processes.