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Commercial Services Group is one of the leading providers of procurement and support services to education and public sector customers globally. Serving over 15,000 customers, CSG is committed to providing an excellent customer and user experience underpinned by social value and a committed and empowered workforce.
Role: Helpdesk Engineer
Salary: £26,000pa
Location: Kings Hill/Hybrid
Are you a motivated, passionate individual looking to take the next step in your career? Cantium, part of Commercial Services Group, is now looking for a Helpdesk Engineer to join the team, providing support and taking ownership of all Helpdesk duties across the group.
What You’ll Achieve:
* Provide expert technical support, ensuring that all helpdesk duties are handled effectively and efficiently, in line with Cantium’s KPIs and service level targets.
* Respond to support requests via inbound calls, live chat, emails, or in-person interactions, resolving incidents and requests as appropriate in accordance with Cantium’s service standards.
* Maintain detailed and accurate records of all incidents and requests, ensuring all steps taken towards resolution are well-documented and comply with Cantium’s incident management protocols.
* Stay current with trends in the IT industry to provide the best possible support and recommend improvements to processes and systems.
* Serve as an interface between users and service providers, including external commercial suppliers, ensuring that diagnostic information is provided and incidents are resolved efficiently.
* Troubleshoot and diagnose advanced IT problems, applying known solutions where applicable, and sharing this knowledge with the team to improve service quality and resolution times.
* Collaborate with other departments to support the company’s overall business goals, contributing to the company’s vision and success.
* Ensure that the company’s data and information are protected from unauthorised access, maintaining a high standard of security protocols.
* Support new team members through inductions, and contribute to knowledge sharing within the team, ensuring knowledge articles are kept up to date and new ones are created as needed.
* Liaise effectively with Incident Management and 3rd line teams to resolve tickets and further develop technical expertise.
What We Require:
* Excellent communication skills, with the ability to clearly explain technical issues to non-technical users and offer effective solutions.
* Experience in diagnosing and resolving technical issues, as well as providing advice on systems, products, and services available.
* Proactive problem-solving skills with the ability to manage multiple tasks simultaneously, while maintaining high standards of service delivery.
* Familiarity with IT service management tools, incident management, and ticketing systems, ensuring that all incidents are documented and managed efficiently.
* Strong understanding of IT infrastructure, including hardware, software, networking, and security protocols.
* Ability to work in a fast-paced, dynamic environment, managing competing priorities while keeping a positive and professional attitude.
* Strong team player who actively shares knowledge and contributes to the growth and development of the team.
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