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IRIS Software Group
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Taunton, Somerset
First Line Support
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Salary: From £17,500 to £19,000 per annum |
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Overview
The 1 st Line Helpdesk Support Engineer role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and helpdesk request tracking tools. The role requires an outstanding level of support and a high standard of professionalism at all times, as our customers are the backbone of the IRIS brand, and we wouldn’t be where we are without them Responsibilities will include: · Field incoming help requests from end users via both telephone and email in a courteous manner. · Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. · Build rapport and elicit problem details from help desk customers. · Prioritise and schedule problems. Escalate problems (when required). · Record, track, and document the help desk request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. · Apply diagnostic utilities to aid in troubleshooting. · Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by Hosted Accountants. Perform fixes at the user desktop level, including installing and upgrading software, and configuring systems and applications. · Performing preventative maintenance, including checking of workstations, printers, and peripherals. · Willingness to expand your knowledge of different technologies and conduct Microsoft and any other relevant training. · Meet call/case quality standards as set out in departmental guidelines · Achieve personal and departmental performance targets set out for 1 st Line Customer Support Analysts. · Complete all mandatory training (current data protection modules) · Promote the IRIS brand in a friendly, professional manner. · Escalate more complex queries to the 2 nd Line Support team where appropriate · Actively suggest knowledge base content based on incoming cases · Consistently build product knowledge by challenging yourself to learn new skills Requirements: · GCSE or equivalent in Maths and English at Grade C or above · A-level or equivalent in relevant subject – desirable AND/OR · Experience in a customer facing role, including telephone-based experience · Any software support experience would be advantageous · Familiarity with Microsoft Office, Accountancy packages Industry relevant experience (IT) This job was originally posted as www.totaljobs.com/job/89773010