2nd line IT support technical co-ordinator (Intermittent daily tasks 3+ hrs weekly)
Hi, I'm looking for someone who can speak and write perfect fluent English to take make and log calls in our helpdesk and manage incoming tickets (or at least better than me!) To free up some of my time.
This is an intermittent task and will need to fit around your other work as is not a full time role – but ongoing. You will need to be available at least 30-60 mins most weekdays to deal with request Mon-Fri 9-5 UK time.
You must be able to think on your feet and be able to deal with support tickets where you are not familiar with the details. You need to listen and log the request and ask appropriate questions to resolve the issue. In about 25% of cases you will know how to fix the problem and can talk the customer through the process or even remote control their PC. Otherwise you will need to log a ticket and co-ordinate with the customer and the technician working on the problem.
You need to sound friendly, helpful, knowledgeable and supportive of customers’ needs.
You should have a good knowledge of service desk management. You should be familiar with small service desk environments and I would expect some knowledge of ITIL or similar service desk management methodology. You should work to reduce request incidents.
The role will mainly involve supporting small businesses with their IT requirements and ensuring issues are resolved in a timely manner. We have a team of 5 engineers working on local issues.
Location is not important provided you have internet connectivity. We can provide you with a VOIP phone, limited background noise is acceptable so don’t be put off if you have young children. Or you are welcome to work from our offices in Carshalton (South London) if you prefer (or a mixture of both).
We are also quite flexible with hours – we could provide cover if you cannot do a day a week but we really want someone to deal with enquiries as soon as they arrive so they can be processed as fast as possible. For example you might deal with enquires as they come in and additionally block out some time 3-4 times a day to keep on top of things.
This role could work well for someone who has young children or has spare time that they are looking to use productively. You should have technical knowledge of Microsoft Windows and small IT networks. GoodChoice IT are a flexible employer.
MUST – very good British (style) English
Used to working with small businesses in an IT support environment
3+ hrs week (spread over week!)