IT Helpdesk Support (MSP) Quedgeley Up to £30,500 Progressive Opportunity/Excellent Training Support Interviewing Immediately You will need to excel at remote troubleshooting and providing a 1st line fix where possible. Hours of Work: 8:00am- 5:30pm Monday to Friday On Call Rota (Currently one in 10 Weeks) Key Responsibilities & Accountabilities: Being a 1st port of call for clients reporting faults and queries in relation to orders Handling incoming customer calls, recording their details and managing their requests Performing remote troubleshooting through diagnostic techniques and relevant questions Providing a 1st Line Fix where possible Working closely with 2nd Line Support team where necessary Project work, working closely with Clients and other members of the team Providing regular updates to customers on the status of reported faults and escalating to other team members where appropriate. To log all faults, Create Tickets and ensuring that full details are included To co-ordinate/project manage jobs passed to the Service Desk from the Sales Team ensuring that good communication is maintained with Customers, Suppliers, Account Managers and Engineers Keeping the Client Information systems regularly updated with notes on the progress of all faults/orders Essential Criteria: Good basic understanding of computer systems, mobile devices and other technology products Ability to investigate and use logical thinking to diagnose customer faults/issues Strong time management, multi-tasking and organisational skills Process driven worker Team Player Problem solver able to resolve issues in a timely and accurate manner. Good active listening skills Clear and polite telephone speaking manner Customer-oriented and cool-tempered Excellent Letter writing skills (email) The role requires experience in the following Technical Skills however training will be provided: Windows Server, Active Directory/DNS/DHCP and Windows Desktops Switches, Routers and Wireless Systems TCP/IP, Networks, NAS and Security Corporate Antivirus Office 365 & MS Office, Outlook Remote Support Systems Helpdesk Ticket Logging and Management Additional pay: Performance bonus Benefits: Company pension Sick pay Schedule: Monday to Friday Experience: IT Support: 1 year (required) Willingness to travel: 25% (preferred) Work Location: In person