Contractual hours
40
Basis
Full time
Region
South
Job category/type
IT
Date posted
10/10/2025
Job reference
REQ
About Dormole Ltd -
Dormole Limited is a privately owned company incorporated in 1974.
The Company has grown through the development of a number of subsidiary companies which primarily specialise in the development and distribution of tools and associated products.
These companies include Toolbank UK, Olympia Tools UK, Harrison & Clough, Forgefix, Faithfull Tools, Toolbank Ireland & Tucks Fasteners Ireland.
The core philosophy of the Company is to work closely with our customers, suppliers and staff to develop the business.
Dormole continues to re-invest in the business to ensure that we can provide the best possible levels of service and support to our customers.
About the role:
Reporting into Helpdesk Supervisor
Provide first line support to all Dormole group employees and customers who use the Business-to-Business web sites.
You'll have a positive outlook that will help you thrive in the achievement of the following daily responsibilities:
* Provide a resolution to any issues, raised by via telephone or email or helpdesk ticketing system, escalating incidents to 2nd/3rd line support as necessary, to minimise impact on end users and the business.
* Record incidents on the helpdesk ticketing system, to monitor workloads SLA's and KPI's.
* Build & Configure PCs & Laptops to the Company standard, to ensure employees have the correct equipment to carry out their roles.
* Ensure that the incidents are prioritised and resolved in a timely manner, to avoid any further unnecessary impact on the end user.
What are we looking for?
* Have a professional telephone manner.
* Be a clear and confident communicator, both written and verbal.
* Have the ability to record spoken information accurately.
* Work well under stress.
* Obtained or willing to obtain IT qualifications.
* High level of attention to detail.
* Good time management and able to prioritise.
* Able to work well within a small team.
What can we offer you?
* A competitive annual salary
* Monday to Friday, 08.30 – 17.30pm. Out of hours support on a rota basis.
* 25 days holiday plus bank holidays
* Company Pension Scheme with employer contribution starting at 4.5%, increasing with service
* Life Assurance (6x salary for pension scheme members)
* Enhanced Maternity & Paternity Pay
* Access to free & confidential 24/7 Employee assistance programme and GP Consultations
* Free access to health and wellbeing app
* Access to tools and hardware at a discounted rate