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An exciting opportunity has become available for an experienced First Line Helpdesk Technician for a large manufacturing company based in Barnsley. The ideal person would have a strong interest in IT and enjoy problem solving.
The role entails the logging and diagnosis of issues which can either be resolved or escalated to the appropriate team.
Responsibilities:
- Handle support requests via phone or ticketing system.
- Log, categorise and prioritise tickets accurately and according to urgency.
- Ensure that tickets are responded to in a timely manner.
- Escalate complex problems to the relevant team where required.
- Maintain an accurate record of issues and resolutions.
- Communicate effectively with the end user at each stage of the ticket.
- Setup and configuration of new mobile phones and handheld devices.
- Troubleshooting issues with hardware i.e. printers.
- Provide support for widely used software such as Microsoft Office and other standard applications.
- Provide support for in-house applications and systems across the business.
- Contribute to and update knowledge base documentation for common issues and fixes.
You must have:
- Excellent written and verbal communication skills with the ability to work both independently and part of a team.
- Strong customer service skills with the ability to communicate effectively and professionally with users, both internal and external.
- IT literate with the ability to learn in-house systems.
- Able to explain technical details clearly to non-technical users without using jargon.
- Analysis, research and problem-solving skills.
- Ability to prioritise tasks and manage workload effectively, maintaining accuracy under pressure.
- Due to shift work own transport would be advantageous
