Key skills
CRMCommunication
About this role
Role Overview
- Provide technical support via phone, email, and remote tools
- Diagnose and resolve IT issues, escalating where appropriate
- Monitor and troubleshoot issues across:
- Networks
- Telecoms systems
- End-user devices (desktops/laptops)
- Applications and ICT systems
- Log and manage support tickets, ensuring accurate documentation
- Prioritise and categorise incidents based on urgency and impact
- Maintain regular communication with customers on ticket progress
- Create and update technical documentation and knowledge base articles
- Attend customer sites to resolve issues that cannot be handled remotely
- Stay up to date with emerging technologies and best practices
Requirements
- Previous experience in a 2nd or 3rd line IT support role (service desk or similar)
- Strong troubleshooting and problem-solving skills
- Excellent communication skills (both written and verbal)
- Customer-focused with a professional approach
- Comfortable working with ticketing systems and CRM tools
- Ability to work effectively both independently and as part of a team
- Proactive and eager to learn
Benefits
- Flexibility to participate in a weekend on-call rota