Level 1 Helpdesk Technician

Anytime; Maidstone; Hybrid; GBP 60,000 - 80,000; Full time

Job description

Hybrid working pattern: 2 home working, 3 office after training

Working Hours: Monday to Friday 8am - 5pm, 8.30am - 5.30pm and 9am - 6pm on a rota

As part of our fast-paced and dynamic Helpdesk team, the role of Helpdesk Technician aims to resolve printing, network, and services issues remotely. Additionally, you will be involved in the triage of Laptop & PC break fix hardware support, delivering an efficient and effective customer service to our clients, focused on exceeding expectations.

Key Responsibilities

• Using remote access software to assist our clients in resolving printing-related queries (print, scan, fax, colour queries, and network-related issues), in addition to providing remote break-fix triage of laptop & desktop PC support in line with Apogees Managed IT Services offering.
• Problem diagnosis & fault resolution.
• Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Investigate connection issues and concerns on ARMA (Apogee Remote Management Application) for both Printing and PC issues directly with our clients.
• Ensure client satisfaction.
• Escalate service requests that cannot be scheduled within agreed service levels.

Flexibility

We support work-life balance and encourage applications from those seeking flexible working arrangements, where possible within the role and business needs. If you require flexibility, please indicate this in the salary box section of your application, after specifying your salary expectations, so we can discuss it early in the process.

Apogee reserves the right to close this advertisement or withdraw the role at any time, should sufficient applications be received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointment.

Our application form is quick and easy; no need to repeat your entire CV, we promise!