Role: Helpdesk Analyst

Salary: 22k

Location: Abingdon

benefits:

10% shift allowance

33 days' holiday including bank holidays.

Private healthcare (including access to the Babylon app) for you and your dependents after a qualifying period, and a flu vaccination voucher once per year.

Recruitment referral scheme (£500 for each successful referral you make).

Reward and Recognition scheme.

Excellent professional development opportunities.

Regular team and company social events.

Regular food trucks to the Abingdon office.

These benefits are in addition to statutory benefits such as eye test vouchers and a workplace pension.

About the role

This role provides 1st line technical support to our customers, troubleshooting problems remotely (by telephone, email or remote access) or scheduling Field Engineers to provide on-site break-fix support.

The helpdesk is open 24 hours a day, 7 days per week (excluding Christmas Day). This position works 12-hour shifts (8am-8pm or 8pm-8am) in a 4 on 4 off pattern. As this role includes working 8 of the bank holidays, the holiday entitlement is increased to 33 days over

the standard 25 to compensate.

Your key tasks and responsibilities will include:

Ensuring tickets are resolved in accordance with service level agreements (SLAs)

Scheduling Field Engineers for site visits when problems cannot be resolved remotely

Always providing excellent customer service, striving to exceed client and business expectations

Liaising with other internal departments and external partners to resolve tickets when required

About you

You will have experience troubleshooting IT problems and supporting IT hardware - including printers, laptops, desktops, and mobile devices - gained either through a previous role or through study (for example, a college or university course), as well as excellent customer service skills. This role is fast paced so you should feel comfortable prioritising and working with multiple conflicting deadlines.

To be successful in this role, you will be a keen problem solver and have an eye for detail. You will frequently be required to communicate with internal and external stakeholders at all levels, so you should also have excellent written and verbal communication skills.

An ITIL qualification, as well as retail experience, ai desirable but not essential.

About the client

Our client specialises in providing in-store retail IT systems, services, solutions, project management &support platforms. With over 25 years of experience, they work with some of the biggest household brand names on the high street in the fashion & hospitality sectors, building close working long standing partnerships built on trust, expertise, and a mind set to getting the job done.

Our clients goal is to provide their clients with truly integrated IT solutions that make a real difference to their business, building long standing relationships so that they can fundamentally understand the needs of their clients

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position