Adecco
Tech Support Specialist
Job Location
Wrexham, United Kingdom
Job Description
Join our client's dynamic tech support team! As a Tech Support Specialist, you'll be responsible for providing top-notch technical support, triaging support requests, and managing incidents. You'll have excellent problem-solving skills, a passion for technology, and a drive to add value to every customer interaction. If you thrive in a fast-paced environment and are excited to contribute to the success of our client's tech support initiatives, we want you on our team!
Job Title: Tech Support Specialist
Location: Wrexham - hybrid working
Remuneration:upto £31,000
Contract Details: Permanent, full-time
Responsibilities:
Efficiently manage triage for all technical support requests received internally
Be the escalation point for client Support responses to initial queries, ensuring clients can be well informed through to completion
Use your awareness of our systems and products to investigate incidents to try and resolve. Document and escalate problems to product development
Take ownership of the internal support knowledge base and process documentation to decrease volume of queries and enable self-serve
Constantly review support backlogs to ensure accurate priority and status of tickets is maintained
Provide regular reporting and analysis summariesSkills / Traits:
A tenacious problem solver with a passion to add the most value to every support interaction
Self-motivated, extremely organised, highly driven, and can take responsibility to manage a demanding workload and deadlines in a fast-paced environment
Excited by tech solutions, technologically savvy, and confident with all the Microsoft packages
Experience in an IT/Application/Software Support role or similar
Knowledge of the ITIL service desk management lifecycle
Practical experience with help desk software, such as Jira, Zendesk, Freshservice, and CRM software, such as Salesforce Sales cloudBenefits:
Annual leave 25-30 days depending on length of service
Sports and fitness allowance
Private Health Insurance after 3 months
Pension - after 3 months, 5% of salary from the company and 5% employee contribution
Life insurance - after 3 months (4 times salary)
Flexi-time
Free car parking
Free lunch
Agile working
In this role, you'll handle all technical support requests efficiently, ensuring that clients are well-informed throughout the process. You'll investigate incidents, utilise your detailed product knowledge, and collaborate with various teams to resolve issues and improve the user experience. Your proactive approach will help reduce customer touchpoints and create self-service resources to maximise value for clients.
You'll be responsible for prioritising requests, meeting SLAs, and maintaining accurate ticket status and priority. Your strong communication skills, both written and verbal, will enable you to effectively convey information to clients and internal stakeholders.
Our ideal candidate is self-motivated, highly organised, and thrives in a team-oriented environment. You have a diploma or bachelor's degree in Computing, Computer Science, IT, or a similar field, along with practical experience in IT/Application/Software Support. Knowledge of the ITIL service desk management lifecycle and proficiency in help desk and CRM software will be beneficial in your role.
In return, we offer a competitive salary, generous benefits package, and opportunities for professional development. With flexible working hours and an inclusive company culture, we prioritise work-life balance and employee well-being.
Join our client's innovative tech support team and contribute to their ongoing success. Apply today and take your tech support career to new heights!
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
Location: Wrexham, GB
Posted Date: 9/27/2024
Job Title: Tech Support Specialist
Location: Wrexham - hybrid working
Remuneration:upto £31,000
Contract Details: Permanent, full-time
Responsibilities:
Efficiently manage triage for all technical support requests received internally
Be the escalation point for client Support responses to initial queries, ensuring clients can be well informed through to completion
Use your awareness of our systems and products to investigate incidents to try and resolve. Document and escalate problems to product development
Take ownership of the internal support knowledge base and process documentation to decrease volume of queries and enable self-serve
Constantly review support backlogs to ensure accurate priority and status of tickets is maintained
Provide regular reporting and analysis summariesSkills / Traits:
A tenacious problem solver with a passion to add the most value to every support interaction
Self-motivated, extremely organised, highly driven, and can take responsibility to manage a demanding workload and deadlines in a fast-paced environment
Excited by tech solutions, technologically savvy, and confident with all the Microsoft packages
Experience in an IT/Application/Software Support role or similar
Knowledge of the ITIL service desk management lifecycle
Practical experience with help desk software, such as Jira, Zendesk, Freshservice, and CRM software, such as Salesforce Sales cloudBenefits:
Annual leave 25-30 days depending on length of service
Sports and fitness allowance
Private Health Insurance after 3 months
Pension - after 3 months, 5% of salary from the company and 5% employee contribution
Life insurance - after 3 months (4 times salary)
Flexi-time
Free car parking
Free lunch
Agile working
In this role, you'll handle all technical support requests efficiently, ensuring that clients are well-informed throughout the process. You'll investigate incidents, utilise your detailed product knowledge, and collaborate with various teams to resolve issues and improve the user experience. Your proactive approach will help reduce customer touchpoints and create self-service resources to maximise value for clients.
You'll be responsible for prioritising requests, meeting SLAs, and maintaining accurate ticket status and priority. Your strong communication skills, both written and verbal, will enable you to effectively convey information to clients and internal stakeholders.
Our ideal candidate is self-motivated, highly organised, and thrives in a team-oriented environment. You have a diploma or bachelor's degree in Computing, Computer Science, IT, or a similar field, along with practical experience in IT/Application/Software Support. Knowledge of the ITIL service desk management lifecycle and proficiency in help desk and CRM software will be beneficial in your role.
In return, we offer a competitive salary, generous benefits package, and opportunities for professional development. With flexible working hours and an inclusive company culture, we prioritise work-life balance and employee well-being.
Join our client's innovative tech support team and contribute to their ongoing success. Apply today and take your tech support career to new heights!
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
Location: Wrexham, GB
Posted Date: 9/27/2024
Contact Information
| Contact | Human Resources Adecco |
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