Job Ref: 214470725

Date: 2021-08-19 11:27:22

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Hours: 8.30am-5.30pm (1 hour lunch)

Location: Milton Keynes

Our award-winning, global client based in Milton Keynes is looking to recruit a 1st Line Helpdesk Technician to join their successful team.

As part of the Service Department, the 1st Line Helpdesk Technician is responsible for technical support delivery ensuring software/hardware functionality of all equipment is delivered as expected.

You will provide 1st line support to major UK customers as well as providing updates to stakeholders including UK-based customers and service operations.

Training for all in house products will be provided however a technical background is required

The successful candidate will possess:

* Product/Technical: In-depth knowledge of equipment

* 1st Line helpdesk experience

* IT and Communication Systems: Possesses a sound working knowledge of software packages such as CRM/Dynamics 365

* Excellent communication skills

Key responsibilities:

* Perform 1st level remote support to cover hardware and system errors.

* Basic IT knowledge to allow remote dial-in, machine rebuilds.

* Diagnose promptly whether on-site support is required.

* Update in-house call logging systems with relevant information on either completion of call or further support required.

* Provide detailed information to Field Service Engineers regarding the nature of fault if required.

* Liaising with the scheduling team and managing workload in the most efficient manner taking into consideration site location, priority, cost implications, i.e., plan, and prioritize workload to achieve business aims.

* Maintain equipment knowledge by keeping abreast of new products and existing product enchantments.

* Influence others within the service support team through developing and motivating those within it.

* To ensure the administrative requirements of the service department are carried out to the highest standards set by the company.

* To make Head of Service aware of any impending issues/customer complaints etc.

* Project a professional image of the department and company both internal and external customers

* Establish and maintain effective working relationships with personnel within all departments with customers and equipment operators

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