Technical Support

  • Location
    Newbury, Berkshire
  • Salary
    £ 20000 - £ 25000 / Year
  • Category
    IT - IT
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

We are recruiting for a 6 month contract, very likely to lead to a permanent role for a candidate with help desk, ticketing, triage experience, the role is 1st line support. The hours are Monday to Friday 9am until 5.30pm and at present the role will be working from home with full equipment provided by the client and training. If you have previous Help desk, service desk experience this could be your perfect role

You will provide in-call resolution, progression of email support requests, triage of tickets and escalation of incidents requiring more complex resolution. The role also involves providing administration and support in relation to the onboarding of new customers, and the remote configuration, installation, and update of the Product Suite at customer sites.

  • Contribute to the solving of issues and problems, fulfilling of requests, and completion of diarised and pre-booked support tasks

  • Understand the processes, procedures, instructions, documentation and tools in use by the Product Support team

  • Contribute to writing, testing, maintaining, knowledge articles and internal documentation

  • Contribute to testing, communication and roll out of products, functionality, bug fixes, to colleagues and customers

Help desk support:

  • Receive initial customer contact for example via phone, email, walk up

  • Log tickets into Zendesk

  • Classify and Prioritise (triage) tickets

  • Provide initial Investigation and Diagnosis

  • Detect problems and alert the Team Leader

  • Alert Management to Major incidents and urgent tickets

  • Resolve tickets when able to do so, including identified recovery activities

Issue temporary fixes where appropriate

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Bethan Curle