Jobsxl | Total Jobs Online

Control Group International are specialists in the specification and installation of integrated electronic systems predominantly to the commercial market. The Helpdesk Executive role is a highly responsible position which requires someone who has the ability to effectively manage client expectations, take ownership of tier 1 (remote support) to tier 3 (action a field engineer to site) calls, and support cases/faults ensuring the effectiveness of client systems, and enhancing the company’s excellent reputation.

This role is based in the UK, ideally close to our headquarters in Bollington, however we will consider a hybrid role for the right person.

Job Description:

Key Responsibilities of the role include:

Whilst the exact responsibilities will vary, the main duties of the role can be summarised as follows:

• To maintain a high degree of customer service for all support queries and adhere to good service management principles.


• To take ownership of user problems and be proactive when dealing with user issues.


• To log all calls on our support desk software and manage the ticket system effectively.


• Deal with administrative activities professionally and in a timely manner.


• Liaise with field engineers, installation programs, maintenance and warranty programs.

Required knowledge & experience:

• Ability to communicate


• Basic knowledge of windows 7 and 10


• Strong customer service skills and ability to manage client expectations


• Ability to identify Customer Needs and Challenge


• Ability to meet deadlines


• Being influential, confident and motivated


• Being logical, decisive and independent


• Ability to handle potentially stressful situations


• Excellent IT skills


• Minimum 1-2 years experience in a similar helpdesk/IT support role

Desired but not essential:

• Previous experience of cctv, access control and AV systems


• Able to utilise TeamViewer to resolve client queries


• Additional language speaking would be advantageous, specifically Spanish, Italian or German

Job Type: Full-time

Salary: Up to £26,000.00 per year

Benefits:

• Additional leave


• Casual dress


• Company events


• Cycle to work scheme


• Life insurance


• On-site parking


• Referral programme

Schedule:

• Monday to Friday


• Weekend availability

Experience:

• Help desk: 2 years (required)

Language:

• German (preferred)


• Italian (preferred)

Work Location: In person