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2nd Line Helpdesk Advisor
Title: 2nd Line Helpdesk Advisor
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
Salary: £26,000.00 - £27,500.00
Salary per: annum
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2nd Line Helpdesk Advisor, based in London

Up to £27,500 dependent on suitability and experience

Are you a talented and motivated helpdesk professional?

Committed to building a career in IT?

If so then Complete I.T. is almost certainly the next big career step for you.

If you think excellent communication skills and a genuine desire and commitment to help are just as important as fixing 'stuff’, then we want you to contact us about joining our team in the prestigious London head office of our client, and building your career in IT. We are a premier provider of IT support services, and this role is based on the Service Desk of one of our largest Client sites with 450+ users across 13 sites.

This is a career opportunity, not just a job. Building your career is what we do, join us on the helpdesk, get to know and understand the job, deliver excellence to your client alongside your team and watch your career in IT take off.

As a 2nd Line Helpdesk Advisor you will be working as part of a great team made of 1st, 2nd & 3rd Line Support Analysts. You will provide deskside, phone and remote support, you will be responsible for solving the clients’ IT problems and feeling good about doing it. You will be responsible for logging, managing and resolving client issues by using technical skills, regular, quality internal and external communication, knowledge of the client, their current issue and their business.

The successful applicant with be dealing with senior management and board members on a daily basis, therefore communication and providing excellent customer service is vitally important in this role.

What the job is

Logging incoming client calls, and assigning priority Attempting first time fix in all cases Agree next action and timeline with client on all calls Carry out all agreed actions within specified time frame Escalating where necessary not always to SLA Agree all call closures with the client Identify re-occurring issues and highlight to the Service Desk Manager Identify calls outside of the helpdesk scope and highlight to the Service Desk Manager Identify through call activity gaps in technical documentation and highlight to the Service Desk Manager Monitor and respond to additional services in line with agreed guidelines Delivering against your own set of clear career objectives Positively participate in self-development Working as part of a close knit team Escalating where necessary but staying ‘involved’ Requirements

Relevant qualifications desired, especially any MS qualification. You will already know something about MS-Exchange, MS Server, anti-virus products, backup exec, Citrix, and network trouble-shooting.

What you need to be to do the job

Friendly and personable A good and willing communicator An owner/driver, you must want to take ownership of calls and relationships You must be able to work as part of a team or on your own Willing to develop your IT skills You will know the ‘fix’ is only the result, it’s the ‘experience’ that matters What we need to see evidence of for you to get the job

Good communications skills Common sense and the ability to apply common sense Interest in IT Customer service experience or leaning Clean image Problem ‘ownership’ to resolution You are not service level agreement driven Telephone manner Benefits

CIT is driven not only by our clients and our fantastic relationships with them, but also our amazing team. We are not just a successful business, we are a family. People matter to us - their opinions, their ideas, their development and most importantly their happiness is valued above all else, as they are the key to our success.

With this is mind we try to make sure that the benefits that we offer to our team reflect the high value that we place on them. We offer private healthcare schemes, an employee assistance programme, access to an exclusive discount website, eyecare vouchers, childcare vouchers, a cycle to work scheme, long service awards, and quarterly team nights out. We also carry out bi-annual development reviews for all of our team members, giving them the opportunity to discuss their career and their training and development. Our team are the best in the business, so training is very important to us - we provide internal and external technical and soft skills training, and support our team by paying for them to take the exams that they need to gain valuable, industry recognised qualifications to develop their knowledge and expertise.
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