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1st line / Technical Support

  • Location: Reading
  • Salary: £24000 to £26000 per annum
  • Contract hours: FullTime

Job provided by GLM Recruitment Limited


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About the job

£24,000 - £26,000 Pa. Doe + Perks & Benefits

Role Overview

Working on our clients support desk, you will be responsible for taking and logging calls and resolving problems and queries for all levels of users. This position offers a highly rewarding and progressive career path for the successful applicant.

Experience required:
At least 1 years’ experience of working in an office environment is essential
Experience of a help-desk environment
Awareness of software development practices would be helpful
A good degree in a science or computing-based subject would be advantageous

Skills Required:
Good knowledge of Microsoft Office products, particularly Microsoft Outlook
Ability to explain complex concepts clearly and succinctly
Experience of a range of software applications
General PC troubleshooting skills, e.g. browser settings, installing applications etc. would be very useful
Knowledge of web-based software products is desirable
Some programming experience would be helpful

Key Tasks and Responsibilities
Provide friendly and efficient support to clients and colleagues
Log all incoming support requests and decide how to manage them
Through an in-depth understanding of the BC product, be able to solve many support requests directly
Offer advice and guidance to clients
Analyse and investigate complex issues either until they are resolved or require to be escalated
Consult with colleagues, if necessary, to obtain an appropriate resolution to calls
Raise tickets for the development team to resolve
Take responsibility for the resolution of problems, even if you cannot resolve the problem without assistance.
Liaise with the client, informing them of progress and/ or requesting further information as necessary
Maintain accurate records of all calls, emails and discussions
Update the priority and status of logged support calls when required
Feedback suggestions for enhancement to the product raised directly by clients or from your own observations

You will need to work independently to resolve problems. This typically involves
obtaining a precise description of the problem and the circumstances under which it occurs
reproducing the problem
identifying the cause
devising a resolution or possibly a workaround until a permanent solution is found
Resolving problems may also require you to seek advice or assistance from colleagues.
Personal qualities:
Friendly and helpful
Excellent communication skills, both written and verbal, are essential
Conscientious, reliable and a good team worker
Logical and good at problem-solving
Well-organised and thorough
Ability to prioritise and manage several tasks at once

To find out more about this exciting yet challenging role please submit you CV ASAP. And GLM Recruitment will be in contact with all suitable applicants.
Please not only people with the right to work and live within the European Union will be considered for this role.

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