Helpdesk Technician (1st line)

Job summary

The Helpdesk Technician will provide 1st line support and act as the first point of contact for our customers, logging and triaging support requests \& incidents as well as administering our helpdesk to help ensure that SLAs are met, support tickets are progressed, records are updated and customers are kept up to date.

As a member of the IT Support team you will be expected to build\-up and maintain a good level of knowledge across Cygnet’s Services and demonstrate this when dealing with issues affecting our customers.

Role and responsibilities

• Act as the first point of contact for all support requests \& incidents.


• Ensure all support requests \& incidents are logged correctly whilst following the appropriate processes and procedures.


• Perform the initial triage of support requests \& incidents, resolving tickets where possible.


• Assign or escalate tickets to an appropriate member of the Cygnet team where necessary.


• Monitor tickets and ensure they are actioned to meet the Service Level Agreements.


• Ensure tickets that are waiting customer or 3rd\-party feedback are followed up and updated.


• Monitor the progress of tickets for the technical services team and identify tickets that are stale or require action.


• Ensure customers have relevant and concise feedback when working on their requests.


• Ensure Service Desk resolutions are updated with relevant and concise information when each request is completed.


• Update / create knowledge base articles when appropriate.


• To work on tasks in priority order.


• Carry out remote fault diagnosis, rectifying faults where possible, escalating to senior staff or arranging third party maintenance or support.


• Be proactive in identifying potential improvements in processes and systems and report these to your line manager.


• Work closely with other team members providing support where needed as and when requested.


• Build and maintain customer \& engineer documentation.


• Take reasonable actions to ensure data and hardware is secure from unlawful attacks.


• Ensure your knowledge of all company information is up to date.


• Help create a friendly support team that is respected and trusted by all customers.


• Maintain and improve your skillset with up\-to\-date date knowledge of current server, cloud, desktop and mobile operating systems.


• Undertake administrative functions in supporting the Cygnet technical service portfolio, for example: user management, records management, backup and recovery.


• Ensure all activities are undertaken in compliance with Health and Safety policy, equal opportunities policy and other policies and procedures that are provided.


• Attend customer sites if required to assist with rectifying faults and installation of new equipment.

Experience:

• Service Desk: 1 year (preferred)

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