Technical Support Adviser 1st Line IT in Carlisle - Focus Group

Job Description Job Title - Technical Support Adviser 1st Line IT
Reports to - Service Desk Team Leader
Salary - Starting from £24,000+ DOE
Location - This position can be based from any Focus Group office across the UK:
Shoreham / Exeter / Manchester / Derby / Glasgow / Melrose / Inverness

Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology.

We are now recruiting for a Technical Support Adviser 1st Line IT.

As part of this team, you will provide 1st line support and excellent customer service in the areas of; IT, including Office 365, Windows Server, Desktop Support, Networking, and Wireless Systems.

Principal Responsibilities/Duties
• Manage tickets assigned and ensure system is organised and up to date.
• Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.
• To diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed of progress. Be able to identify when a fault cannot be fixed remotely and route straight into Field Engineering Co-ordinator for booking.
• To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
• To adhere and contribute to the company's quality system and processes, and their maintenance.

Requirements

• Customer service focussed with an excellent telephone manner.
• A demonstrable ability to follow process and build a reassuring rapport with customers.
• The ability to remain calm and composed when dealing with a difficult situation to establish confidence whilst an issue is resolved.
• To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed, and able to keep on top of all tasks and escalations whilst always assuring excellent customer service.
• Accurate numeracy, written and data entry skills.
• An analytical and methodical problem solver.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.
We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.
We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.