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Talent and Development Manager at Kick ICT Group Ltd
Kick ICT Group is one of the fastest growing providers of IT Services in the UK, with a talented and highly skilled team that provide outstanding service and value to our customers.
Founded in April 2015 by CEO Tom O’Hara, Kick has grown rapidly with acquisitions playing a vital role in shaping Kick as a respected leader within the industry. Since 2015, nine acquisitions have been made. These acquisitions alongside our strong organic growth have been the key elements in our ability to scale and expand the range of services and levels of expertise that Kick provides to our customers.
Combining over 40 years of expertise and service from respected industry players, Castle and Talon, our five divisions, Technical, Dynamics, Infor, Communications and KickSecure allow us to deliver tailored expertise to each customer.
We pride ourselves on our commitment to providing outstanding IT solutions, services and support. Yet we believe that it's how we work with people that is most important to us.
You can trust in our expertise.
The Role
BASE LOCATION: Bellshill (Hybrid)
SALARY: Up to £24K Depending on skills and experience
WORKING PATTERN: Permanent | Full-time (35 hours per week)
Role Description
As a 1st Line Technical Helpdesk Consultant, you’ll play an important role in the continued success of our business. You will be expected to respond to and work through the support cases logged into the technical 1st line support queue in priority order and work with the customer to resolve their issues.
Key Responsibilities
* Take 14 cases per day. This figure will fluctuate dependent on the number of incoming cases
* Communicate with the customer in a warm, friendly and professional manner
* Creating and modifying users in active directory and setting up new user profiles
* Monitor the queue and the SLA response times taking cases before the SLA expires
* Manage cases within your queue and update at the end of each week, with a maximum of 10 cases still open (where possible)
* Keep notes current and up to date on each communication and communicate with each case daily
* Liaise with the customer before closing a case to get agreement the issue is resolved
* Assist other departments within the company with support issues where technical assistance is required
* Update customers technical documentation as required
What do I need?
* 3 years of 1st line experience working with Office 365 and basic server knowledge
* Excellent telephone manner
* Strong work ethic
* Positive attitude and desire to provide excellent customer service
* A desire to do the very best you can in everything that you do
* Organisational skills with the ability to handle multiple tasks simultaneously
* Strict attention to detail
* Punctuality
* A team player willing to contribute to the team and suggest improvements
* The desire to go that extra mile for great customer service
* Experience in a similar role
Benefits:
* 30 days holiday, rising by 1 day/year after 2 years service (prorated for part-time employees)
* An additional days annual leave for your birthday, which can be taken within your birthday month
* Private healthcare which provides access to a 24-hour digital GP service and discounted gym memberships
* Life insurance up to 2x your salary in the event that the worst should happen
* Enhanced maternity, paternity and adoption leave
* Access to discount of up to 47% on childcare costs throughout our partnership with Yellownest
* Cycle to work scheme
* Access to our BHN Benefits portal which provides the below;
* Social events throughout the year
* Eligibility to receive £500 reward as part of our Excellence Award scheme
* Discounted access to LivingWell Health Club (Bellshill)
* Opportunity to take part in company sponsored volunteering days throughout the year
Kick ICT Group recognise the value of a diverse workforce and are committed to making our working environment inclusive for all.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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