Vehicle Technician

Iris Software Group; York and North Yorkshire; On-site; GBP 20,000 - 30,000; Full time

Job summary

An IT support services company is seeking a Help Desk Support professional to assist end-users with PC and server-related applications. The role involves logging issues, providing initial technical support, and escalating complex problems. Candidates should possess at least a High School Diploma, with a preference for those with a Bachelor's Degree in a technical field and experience in help desk environments. Excellent communication and problem-solving abilities are crucial. The position is located in York, England.

Qualifications

• No relevant experience required.
• Help desk and POS terminal experience preferred.

Responsibilities

• Receives routine client issues and defines the problem.
• Documents CSHD tickets, classifying severity and notifying resources.
• Provides basic technical support and resets passwords.
• Escalates complex issues that need in-depth knowledge.
• Monitors critical path processing to confirm benchmarks are met.

Skills

Excellent communication skills

Problem-solving abilities

Analytical skills

Education

High School Diploma or Equivalent

Bachelor’s Degree in computer science or a technical field

Job description

Summary

Provides help desk support to end‑users for PC, server or mainframe applications and hardware through logging of issues into a client support application. This ensures accurate and timely technical assistance to maintain and improve the organization’s customer relationships.

Responsibilities

• Receives routine client issues from multiple sources (phone, Client Support Help Desk (CSHD), Client Portal, email, etc.) and reviews information to define the problem.
• Documents and/or generates CSHD tickets for tracking, classifies severity (1‑Critical, 2‑High, 3‑Medium, 4‑Low Impact), and notifies the appropriate business or technical resource to resolve issues.
• Provides initial/basic technical support (e.g., resetting passwords for multiple applications) for internal/external client problems and basic services related to desktop, PC, or merchant terminals.
• Escalates issues requiring more experience and in‑depth knowledge.
• Becomes familiar with company systems and client operating systems while observing external and internal client meetings.
• Verifies systems during and after scheduled outages/maintenance (screens, websites, etc.) as directed.
• Assists with monitoring critical path processing to confirm that benchmarks are met and notifies clients about missed deliverables.

Qualifications

• High School Diploma or Equivalent; no relevant experience required.
• Preferred: Bachelor’s Degree in computer science or a technical field with typically minimum 2 years of relevant experience.
• Help desk and POS terminal experience.

Skills and Capabilities

• Acquires and applies job skills, learning company policies and procedures to complete routine tasks.
• Works on assignments that are routine to semi‑routine, requiring limited decision outside stated processes.
• Receives detailed instructions and follows established procedures, working under close supervision.
• Excellent communication skills.
• Problem‑solving abilities; able to resolve merchant issues or coordinate issue resolution.
• Analytical skills; able to analyze problems described over the phone and determine the best solution.