1st Line Support / Helpdesk Support

Job Title: 1st Line Support / Helpdesk Support
Job Reference: SG/57770

Location: Hampton
Job Type: Permanent

Salary:
£25000 - £27000 per annum, Benefits: + Benefits
Sector: IT

Posted 5 days ago

1st Line Support / Helpdesk Support is required for leading technology company who have developed pioneering technical products and software which enable its customers around the World to reduce crime, save money and protect lives.

As 1st Line Support / Helpdesk Support you will be responsible for providing first line support by requests submitted via telephone, email and online managing through appropriate hardware and software support process within agreed SLAs.

The successful 1st Line Support / Helpdesk Support MUST have:
  • ITIL Foundation qualification;
  • Working knowledge of helpdesk software, databases and remote control;
  • Be a competent user of Excel;
  • Experience of using call / incident / CRM logging systems – Salesforce.com;
  • Have excellent customer service and verbal communication skills;
  • Experience of providing external customer support in a support desk environment;
Duties as 1st Line Support / Helpdesk Support includes:
  • Being first point of contract for all inbound customer calls and emails;
  • Walk customers through the case management process;
  • Resolve technical issues over the phone;
  • Log and take ownership of all calls;
  • Respond to all submitted Fault Report Forms;
  • Follow up with customers and provide feed-back;
  • Escalate service issues to the Service Delivery Manager;
  • Track, route and redirect problems to correct resource;
This is a great opportunity to join a company who will support you and have room for you to grown and progress within your role.

Please note the successful candidate will be subject to Police vetting due to the nature of the role.

If you have the above skills and experience and would like to learn more about this role please send your cv via the job board for consideration.

Trevor  Lee

Introducing...

Trevor Lee

Managing Director

In 2006 I decided to form Jenrick Commercial and now nearly 15 years later the business has thankfully gone from strength to strength. Having now been in the mad world of recruitment for nearly 25 years, I've seen a massive amount of change in that time (in my early days we used to fax CV's off to a client and if you were looking for work you use to photocopy your CV and even hand-deliver it into the agency, there was no internet in the early days!!) 

The foundation of our success has always been to build the greatest relationships with both our clients and candidates, we are always super honest and try to leave the greatest impression with everyone you connect with. 

My father taught me that life is very much what you put in, put a little in and you get a little out, put a lot in, and of course, you get a lot out. This is a rule I firmly believe in and has served me well over the years. 

What can I tell you about me? Well, I have been married for nearly 25 years (my wife is extremely lucky or completely mad) and we have a beautiful son Toron who is 15 now. I also cannot function properly without a triple shot skinny wet latte first thing in the morning. If you ever catch me before this time then I apologise in advance! I go to the gym every day and I've probably been on a diet since I was born so I am very body and image-conscious. 

I am also a glass half full type so love listening to Tony Robbins motivational podcasts to give me that extra kick. I support West Ham United so I definitely need something positive as I don't get it from the team I support. I also love the good old US of A (California). I think my music taste is great (it's very eclectic) however the team in the office are always moaning about my playlists (it's them that have no taste).

Why recruitment? Well, I love people, I genuinely love to understand how people tick, and after 25 years I know I'm damn good at what we do. In this job, every day is different and I'm humbled and grateful that I have met some amazing people over the 20+ years, plus it's always lovely to change peoples lives for the better so to play a part in their journey of life is something I am truly grateful for. 

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How 2018 unfolded for Jenrick Commercial and our prediction for 2019

2018 wasn’t a particularly straightforward year for many businesses around the UK, however despite this 2018 was another steady year for us as a business. We saw our business thrive and peak in 2017, with it being our best year ever, and 2018 saw us level on par with that. So for us as a business having this continuity in strength was reassuring and gave us confidence despite the media advertising otherwise due to Brexit.

 

In Quarter 4 we did see the usual reduction of volume of candidate’s applications. We do find this to be the norm prior to Christmas, many candidates often put aside looking for a new role in November until the New Year so this wasn’t a surprise. Although we did see a lull in candidate movement at the back end of the year, a point to note is that not one candidate we spoke to advised that they were staying put until after Brexit.

 

What has been a surprise is that normally we do see higher response of volume on applications and candidates looking for work at this point of the year, following the theme ‘New year, new career’, however applications have been far lighter compared to the start of 2018. This highlights that the war on good, quality talent is becoming even more difficult.

 

On the flip side the volume of new jobs has been very steady, even rising slightly, since Jan 1st. This is based on our client growth as well as the strong relationships we have formed with our current clients – around  91% of our business is referred of repeat. January and February have been a great start to the year with both placement of permanent and contract positions increasing so we are seeing no slow down with new business.

 

Where’s the future at?

 

It goes without saying that Brexit will no doubt shape and define where the market goes. The likelihood is increasing that we will extend the negotiations and not leave as planned on the 29th March. While we are unsure as to how long the delay will be, it could dominate through to the end of 2019 meaning a steady and cautious, if not unpredictable, year.

 

Whatever the outcome is; a deal as planned, a delayed deal or even a no deal then we do foresee the market to the cautious throughout 2019. Obviously the sooner the decision is made then the more likely it will be that we will see stability in our industry and the overall market conditions of the UK bringing confidence back in and normality taking hold.

 

As most of our clients tend to sit within either; Technology, Professional Services, Financial Services we definitely haven’t seen any change with new opportunities, however the market is all around confident and if confidence is high then opportunity will flow.

 

If you are looking for exceptional staff or your next career move then contact us on 01932 230868 or commercial@jenrick.co.uk

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