Level 1 Helpdesk Agent
Aberdeen / North of Scotland
Company profile:
Xeretec Office Systems is a leading provider of digital print hardware, software solutions and IT Services. We support a diverse range of customers, including large corporate organisations, Public Sector organisations and SMB Companies through our exciting and diverse portfolio of IT solutions.
Job details:
We are currently seeking a Level 1 Helpdesk Agent to join our award winning service team at our cutting-edge facility in Aberdeen. The successful applicant with be part of a team that owns key support functions as follows:
- Hardware break fix support and management
- Printer configuration and ongoing management
- Software installation and ongoing management
Key responsibilities:
- Acting as a first point of contact via telephone, email or ticket to customer or internal related queries
- To liaise with customers in relation to support queries keeping customers informed
- Work to SLAs, personal KPIs and strategic objectives
- Creating/Updating KB articles
- Management of ServiceNow Ticketing system
- Keep training up to date
- Enjoy working as part of a team
Experience, personal qualities and skills:
- Excellent communication skills
- Excellent customer facing phone manner
- Great analytical skills and thinking
- Executing detailed administration instructions in a timely manner
- The ability to prioritise workload and work in an organised manner
- Skilled use and support of Microsoft Teams, Word, Excel and PowerPoint
- Good working knowledge of O365, Windows server & Active Directory
- ServiceNow experience advantageous but not essential
- Work in a previous helpdesk role advantageous but not essential
- Must be self-motivated and able to be an effective team player
- Must have pride in delivering the best Service possible
Qualifications:
To be considered for this opportunity it is essential you have a professional work ethic with excellent attention to detail. Strong customer facing skills with the ability to multitask with accuracy is also required. ITIL and Microsoft accreditations would be beneficial but not essential.
Key benefits:
- Onsite car parking
- Company pension scheme
- Company sponsored employee well-being & health cash plan with employee assistance
Hours: Full time – 37.5 hours per week.
Contract type: Permanent
