Helpdesk Operative

What We Offer·      Hybrid working – mandatory office attendance two days per week in our Canary Wharf office, with the flexibility to work from home for the remainder of the week.·      25 days annual leave·      Annual company incentive trips to exciting destinations including Dubai, Iceland and ski resorts.·      Private Medical Insurance.·      Company pension scheme.·      Employee Assistance Programme providing confidential wellbeing support.·      Season ticket loan to help with commuting costs.·      Learning and development opportunities to support your career progression.·      Kudos reward and recognition programme.·      Modern offices in the heart of Canary Wharf with a collaborative and friendly working environment.·      Weekly fresh fruit PurposeYou will take ownership of customer incidents raised through our helpdesk system, providing first-line support and ensuring issues are resolved efficiently while delivering excellent customer service.

The helpdesk operates between 8am and 6pm, Monday to Friday.

This role is ideal for someone at the beginning of their career who enjoys troubleshooting, communicating with customers and finding solutions to problems. Full training and ongoing support will be provided.

Key responsibilities·    Helping customers with printer issues, such as paper jams, output quality and scanning problems.·    Logging engineer calls and following through to resolution.·    Identifying and troubleshooting communication problems with the reporting software.·    Perform root cause analysis on manual consumable tickets and break/fix tickets.·    Verifying consumable tickets and generating orders.·    Monitoring tickets and chasing for any updates.·    Ensuring service levels are met.·    Supporting colleagues and sharing knowledge within the team.

About You

This role would suit someone looking to build a career in customer support or managed print services. Full training will be provided, so previous experience in a similar role is not essential.

We're looking for someone who:·    Enjoys solving problems and thinking logically.·    Has excellent communication skills and a professional telephone manner.·    Is organised and able to manage multiple priorities.·    Pays attention to detail and takes ownership of tasks.·    Is confident using Microsoft Office and learning new systems.·    Works well both independently and as part of a team.·    Previous customer service, retail, hospitality or office experience would be beneficial but is not essential.