Support Desk Junior

This role will be working closely with other team members, to provide class leading support to our varied customers during the consultation and sales of IT systems and solutions. The Role is varied, engaging and encompasses a wide range of organisational skills required to help the Support Team to perform to levels of excellence in all areas. This position will routinely be liaising with other departments within the organisation, especially the Installations and sales teams.

Provide 1st Line Support to ESP customers

Creating, assigning and solving tickets via ESP ticketing system

Diagnosing problems with Windows, Windows Servers and Office

Helping our clients with any issues they may have with their systems

Tackling first line support issues, such as virus scans, malware removal and installation of software.

As a pro-active member of the team, you would be expected to help in any reasonable request.

• Some of the skills we are looking for include:
• Excellent organisational and multi-tasking skills

• Organised, disciplined and punctual

• Good organisational skills, able to handle multiple tasks and meet deadlines
• Good customer service skills
• Good general education
• Ability to work under strict, and often tight, deadlines.
• A team player with high level of dedication and self-motivation
• Excellent telephone manner
• Excellent Email grammar

Communication

• Communicating with other teams within the company via telephone, email, in person and Microsoft Teams Channels.
• Communicate within the support team clearly and take detailed messages that need passing to other tiers of the support team.
• Liaising with other departments within the business for day to day running of the support team (i.e., sales for licensing and other queries, installations for updates on jobs that could affect day to day support)
• Responsible for own workload and to raise any concerns or tickets approaching SLA breaches to Support Manager.

Systems & Reporting

• Provide 1st Line Support to ESP Customers
• Understanding of basic networking concepts and technology
• Diagnosing problems with Windows, Windows Servers and Office
• Helping our clients with any issues they may have with different supported systems
• Creating, assigning and solving tickets via ESP ticketing system
• Smooth and detailed handover of tickets to more experienced engineers when unable to facilitate completing a job from start to finish.
• Responsible for monitoring of systems decided by Support Manager

General Support Duties

• Assist Support Apprentices with any queries and allow shadowing.
• Introduce Support Apprentices to the day to day life of the support desk

Reporting To

Support Manager

Direct Reports

This role currently has no direct reports.

As your experience develops, there will be opportunities to specialise in specific areas of the business. Potential progression paths include:

• Product Development Specialist – Working alongside technical teams to develop and launch new products and services.
• Connectivity & Telecoms Specialist – Developing expertise in connectivity solutions, VoIP services and telecommunications account management.
• Security Specialist – Supporting customers with CCTV, Access Control and wider security solutions.
• CORE Software Specialist – Working with organisations that require bespoke software and business process automation solutions.