Harwood Brittain Technology (HB Tech) is a growing provider of outsourced IT services to businesses and charities on the south coast. Our clients typically operate computer networks with between 1 and 20 virtual servers, and between 10 and 150 network users. Although we provide IT infrastructure and expertise, at our heart we are a service company. The company is on a growth trajectory, so this is a great opportunity to join an organisation in its relatively early stages and that is constantly evolving. The company has enjoyed continued growth over the last ten years and we are looking for people to join us who want to be part of this ongoing journey. Purpose We require a dedicated IT customer service desk technician to provide ticket resolution and to be accountable for escalations. Reporting to our Helpdesk Manager, you will minimise disruption to our clients by resolving incidents in a timely and efficient manner and by providing outstanding levels of customer service. Day to day We offer a varied, fast paced, challenging role that will typically include: * Resolution of support issues * Assigning tickets for escalation * Ensuring that tickets involving 3rd party suppliers are raised and monitored appropriately * Reporting to the Helpdesk Manager any escalation issues in a timely manner, and ensuring that any risks or concerns are highlighted * Assisting the Helpdesk Manager to ensure that all SLA’s are achieved, and service quality levels are maintained * To provide technical support internally when appropriate * Translate technical knowledge to understandable terms for clients * Understand business impact of clients not being able to work * Assist with rolling out version/change updates The successful candidate Our perfect candidate will likely have the following characteristics: * Circa 2 years of IT customer service desk experience * Knowledge and experience of Microsoft Partner Centre and Office 365 Admin Centre * Be accredited with MS900 certification as a minimum * Confident on the phone; verbal communication is key for this role * Clear and accurate writing skills * Working in a small team it is critical that you are friendly, optimistic, dependable and calm * The ability to listen is key to ensure a clear understanding of customer issues and requests * A diplomatic, caring, professional nature is a must * We very much value the pursuit of growth and learning * A willingness to counsel, teach and guide each other * To work without judgement * Always look for the best outcome to any situation * Be caring, helpful and put self in the shoes of others Office Location Based on the edge of Romsey in Hampshire, our office is located 5 minutes from Romsey and 25 minutes, or less, from Ringwood, Salisbury, Southampton, Winchester. Our office has free parking, great views and many woodland walks that are perfect for a lunch time stroll