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This role is hybrid, so will require a few days in the sales office a month.
About HSO
HSO Success and Ambition
HSO is a leading Microsoft Dynamics Gold partner founded in 1987, specialising in sectors such as Retail, Rental, Manufacturing, Professional Services, and Local Government. With over 280 employees in the UK, we have received multiple awards including the 2020 Microsoft Partner of the Year, Best Tech Company 2021, and Top 3 Large Companies to Work For 2021. Our reputation in the Dynamics market is stronger than ever.
We prioritize customer satisfaction, leveraging our expertise and pragmatic approach to each client’s needs to deliver 100% reference-able solutions, supported by award-winning 24-hour support. Our recruitment motto has always been – ‘We don’t want good people to just join us, we want them to stay with us’. We ensure our employees are challenged, supported, and engaged as part of our wider family. We have a dedicated Learning and Development Team offering top-tier training, and an Engagement Team organizing social activities virtually, such as online chess tournaments, coffee mornings, Netflix and book clubs, virtual singing classes, and online yoga.
Reason for Vacancy
Due to continued growth in the UK and European markets, we need to expand the UK support team to provide the best possible service to our customers and achieve our ambitious growth targets.
Purpose of The Role
You will work in a team-based environment on the Service Desk, providing first-line support to users across our customer base. Your main responsibilities include delivering first-time responses and fixes where possible, routing issues to third-party suppliers, triaging tickets, and escalating when necessary.
A broad technical knowledge is required, ideally with experience in Retail/EPOS/POS solutions, alongside ITIL experience covering Incident, Request, Change, Problem, Release, Event, and Knowledge management.
Report Line
You will report to the Team Lead as part of the support team.
Job Functions
1. Keep the Team Lead informed of progress and notify them of major issues promptly.
2. Be the first point of contact on the Service Desk.
3. Update the knowledge base regularly.
4. Contribute to Innovation and Continuous Service Improvements.
5. Maintain accurate records in company call logging systems.
6. Work within SLA and KPI targets based on priorities.
7. Provide efficient first-line support to customers.
8. Work a mix of office and home working.
Personal Qualities
You should be forward-thinking, customer-focused, and self-motivated, with a drive to improve support services and user experience.
* Aspire to a culture of service excellence, always prioritizing the customer, colleagues, and the business.
* Demonstrate strong organizational skills and accountability for your workload.
* Approach tasks systematically, disciplined, and analytically.
* Be committed to high-quality customer service.
Hours
Working on a shift basis, Monday to Sunday, 08:00 to 18:00. Some variations may apply.
Skills Required:
* 1-3 years’ experience in 1st/2nd line support.
* Excellent troubleshooting and problem-solving skills.
* Experience supporting customers over the phone.
* Experience with ticket management.
* Passionate about Customer Service.
* Experience supporting Retail IT/POS solutions.
* Experience in supporting Retail environments.
* The starting salary is £22,000, increasing after probation.
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