Overview
Due to the continued growth of the UK and European business, there is a need to increase the UK support team to ensure that our customers receive the best attention we can give them, and that HSO UK delivers against ambitious growth targets.
The Role
First line support consultant. You will be working in a team-based environment on the Service Desk, providing first line support to users in all our customers. Your main responsibilities will be providing first time responses and fixes where possible, routing to 3rd party supplier, triaging and escalating tickets when required. A broad technical knowledge is required ideally with Retail/EPOS/POS solution experience, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management.
Job Function
Information Technology
Responsibilities
* To ensure that the Team Lead is kept informed of progress and are told of major problems and/or issues in a timely manner
* Responsibility for being the first point of contact on the Service Desk.
* Updating the knowledge base.
* Innovation and Continual Service Improvements.
* Responsibility for updating company call logging systems
* To work within SLA and KPI targets to agreed priorities.
* Providing efficient first line support to customer
* Working mix of office and home working
Personal Qualities
* Must aspire to a culture of service excellence, always putting the customer, our people, and our business at the centre of everything you do.
* Demonstrate strong organisational skills and be accountable for your daily workload
* Demonstrate a systematic, disciplined, and analytical approach
* Be customer focused and ardent in ensuring that colleagues receive a high quality of service
Location
This is a Hybrid role with travel to the HSO office in Manchester/Sale when required.
Hours
Working on a shift basis. Monday to Sunday 08:00 to 18:00. Some variations may apply. If you work a weekend you will either get the Thursday & Friday off before working that weekend or Monday & Tuesday after working the weekend.
Requirements
Experience and Skills
Essential
* Excellent troubleshooting and problem-solving skills.
* Experience in 1st line support.
* Experience with supporting customers over the phone
* Experience of ticket management.
* Be passionate about Customer Service
* Experience in Supporting Retail
Desirable
* ITIL experience.
* Experience in Support Retail IT /POS solutions
Benefits
* Parking and close to Public transport at Office locations
* Holidays
* Pension
* Healthcare
* Dental
* Life Insurance
* Tonic Wellbeing
* HSO Perkz
* Culture and many more
Seniority level
* Associate
Employment type
* Full-time
Industries
* Technology, Information and Internet
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