About the Company
Kick ICT Group is one of the fastest growing providers of IT Services in the UK, with a talented and highly skilled team that provide outstanding service and value to our customers. We pride ourselves on our commitment to providing outstanding IT solutions, services and support. Yet we believe that it's how we work with people that is most important to us. Kick ICT are proud to be one of the few Microsoft Partners in the UK to hold all six of Microsoft's industry recognised Solutions Partner designations. While these designations are technical in nature, they also speak to something bigger: our ongoing investment in the knowledge, tools, and people needed to deliver outstanding service and support.
About the Role
BASE LOCATION: Bellshill (Hybrid) 3x on-site per week
SALARY: Circa £24K Depending on skills and experience
WORKING PATTERN: Permanent | Full-time (35 hours per week)
As a 1st Line Technical Helpdesk Consultant, you’ll play an important role in the continued success of our business. You will be expected to respond to and work through the support cases logged into the technical 1st line support queue in priority order and work with the customer to resolve their issues.
Responsibilities
* Communicate with the customer in a warm, friendly and professional manner
* Creating and modifying users in active directory and setting up new user profiles
* Monitor the queue and the SLA response times taking cases before the SLA expires
* Manage cases within your queue and update at the end of each week
* Keep notes current and up to date on each communication and communicate with each case daily
* Liaise with the customer before closing a case to get agreement the issue is resolved
* Assist other departments within the company with support issues where technical assistance is required
* Update customers technical documentation as required
Qualifications
* An interest in, and some knowledge of IT (no previous work experience is required)
Required Skills
* Excellent telephone manner
* Strong work ethic
* Positive attitude and desire to provide excellent customer service
* A desire to do the very best you can in everything that you do
Preferred Skills
* None specified
Pay range and compensation package
30 days holiday, rising by 1 day/year after 2 years service (prorated for part-time employees)
An additional days annual leave for your birthday, which can be taken within your birthday month
Private healthcare which provides access to a 24-hour digital GP service and discounted gym memberships
Salary sacrifice pension scheme
Salary sacrifice EV Car scheme
Life insurance up to 2x your salary in the event that the worst should happen
Enhanced maternity, paternity and adoption leave
Access to discount of up to 47% on childcare costs throughout our partnership with Yellownest
Cycle to work scheme
Access to our BHN Benefits portal which provides the below;
* Home & Tech scheme to purchase items from Currys and/or Ikea
* Retails discounts from over 100 high street stores
* bYond cashback card
* Social events throughout the year
* Eligibility to receive £500 reward as part of our Excellence Award scheme
* Discounted access to LivingWell Health Club (Bellshill)
* Opportunity to take part in company sponsored volunteering days throughout the year
Equal Opportunity Statement
Because a stronger team is an inclusive one. We believe diverse perspectives make for better ideas, stronger collaboration, and more innovative outcomes. We’re building a culture where everyone feels heard, valued, and empowered to thrive — no matter their background, identity, or experience.