Service desk technician

🤩SERVICE DESK TECHNICIAN

⚙️Love helping people and solving problems on the fly?
Jump into a fast‑paced role where you’ll deliver standout customer experiences—answering emails, taking calls, fixing technical issues, and spotting new ways to support our customers. Working with teams across C365, you’ll keep things accurate, positive, and powered by your passion for quality.

⏰Hours: 37.5 hours per week


📅Shift Pattern: 5 days per week between Monday - Sunday 08:00 - 20:00 - Your shift will be 8 hours long, including a 30-minute unpaid break


💸Salary: £24,979.50 per annum (£12.81)


📍Location: Norwich-Hybrid


🎓Training Commitments: 3 weeks: Monday - Friday, 09:30 - 17:30


📆Start Date: April 2026


⭐Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.


😎 Perks

* 231 hours annual leave holiday increasing with length of service. This includes bank holidays that you will work if rota'd.

* We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more

* 24/7 employee assistance programme with an easily accessible app!

* Family and friends’ discounts on our services & products

* Pension Scheme, up to 3% Company matched

* Free on-site parking


👇ABOUT YOU

You must possess a genuine desire to help the community, be empathetic and attentive to our customers’ needs. You would have some experience in a customer-facing role specialising in a similar field, such as a technical advisor, and also have experience in a target-driven Customer Service environment meeting KPI's and SLA's. You should have a good general standard of education; further education or qualifications would be advantageous.


🎧THE ROLE

The heart of the role is a passion for quality and producing high levels of customer satisfaction, through highly motivated and target driven people.

Act as the first point of contact for Service Desk queries received via phone, email, or form. Log and assign tickets in our ticketing system quickly and accurately. Provide initial triage for support tickets and ensure that first response SLAs are met, coordinating rapid and appropriate responses while keeping the customer informed of progress. Build rapport with customers and deliver excellent customer service.


✔️Main Responsibilities and Activities

- To assist in the provision of an effective suport desk service across the organisation, recording all calls from customers and following established procedures and methologies.

- Monitor platform/product performances/stability and proactively raising any concerns or operational anomalies to the relevant stakeholders

- Provide technicial support to end users.

- Reviewing our ticketing system to ensure that tickets are attended to, investigated, and progressed in line with agreed SLAs. Troubleshooting and working with our customers, providing prompt and accurate feedback at all times.

- Interpret customer requirements and provide advice and support on potential solutions to resolve technical issues as they arise.

- Ask customers targeted questions to quickly understand the root case of the problem.

- Talk customers through a series of actions, either via phone, email or chat, until they've resolved a technical issue.

- Escalate unresolved issues to appropriate internal and external team(s).

- Provide prompt and accurate feedback to customers.

- Ensure all incidents are properly logged.

- Priortise and manage several open incidents at one time.

- Document technical knowledge in the form of notes and manuals.

- Maintain professional and empathetic relationships with customers.

- Maintain documentation and procedures.


READY TO APPLY ✅

If you are interested in this role please upload your CV and answer a few questions about yourself


OTHER INFORMATION

This is an exciting time at Careline365 part of the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.