Summary
As a Service Desk Technician, you’ll be of a technical predisposition with a passion for assisting client delivery, being the first point of contact for client’s requiring technical assistance. You’ll diagnose and troubleshoot basic technical issues, escalate complex problems, and ensure a high level of client service. This role is critical in maintaining client satisfaction and ensuring smooth operations for our product and services.
Key Responsibilities
* Client Support & Issue Resolution: Act as the first point of contact for client technical support via multiple sources including but not limited to: phone, email, monitoring and live chat
* Logging of all interactions, incidents and service requests in a detailed manner accurately in the ticketing system
* Diagnose and troubleshoot a broad range of services including but not limited to: telephony, basic connectivity issues, 4G/5G solutions, broadband, leased lines, VoIP, WiMAX and managed services
* Guide client through troubleshooting steps to resolve common issues
* Escalating more complex issues to relevant teams with detailed information about the case, actions taken to attempt to resolve the issue and their outcomes
* Follow up with customers to ensure resolution and customer satisfaction
Network & System Monitoring
* Monitor network and service status dashboards to identify and respond to potential issues proactively, logging events and escalating as required
* Assist in identifying patterns and trends in reported incidents to help prevent recurring issues, as part of pro-active Problem Management
Provisioning Services
* Assist clients with router and modem setup, basic configurations, and software updates
* Explain technical solutions in a clear and customer-friendly manner
Documentation & Process Improvement
* Maintain accurate and detailed knowledge base articles for common technical issues and solutions, supporting the wider team in effective communication and client support resolution
* Provide feedback on recurring technical issues and suggest where improvements can be made to the support process, solutions and the wider business
* Stay updated on new products, services, and industry developments
Collaboration & Training
* Work closely with other teams across the business including but not limited to: Finance, Technical Services, Network Operations, Field Engineering and Service Delivery to resolve client issues efficiently
* Share knowledge and best practices with colleagues to improve overall service quality
Essential
Key Skills & Experience:
* Basic understanding of networking concepts (e.g., IP addressing, DNS, DHCP, NAT, VPN)
* Experience troubleshooting technology issues
* Natural strong problem-solving skills and ability to work under pressure
* Curious personality wanting to understand and build a depth of knowledge
* Excellent verbal and written communication skills
* Client-centric attitude with a proactive approach
* Ability to follow procedures and escalate without procrastination
Desirable
* Previous experience in a technical services or customer service role, preferably within an ISP or telecoms environment
* Knowledge of Service Desk tools, such as monitoring platforms and ticketing systems
* Familiarity with configuring routers and modems
* Basic understanding of cybersecurity principles
* IT certifications such as CompTIA Network+, CompTIA A+, vendor qualifications or equivalent
SALARY IS UPTO £26500
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