IT Helpdesk Analyst

As an IT Managed Service Provider and well-respected IT Consultancy, Agile are seeking an experienced ‘hands-on’ IT Helpdesk Coordinator to join its team just off the A12 near Colchester, Essex.

The successful candidate will be responsible for coordinating the day-to-day technical support team at the office and running the Support Team Help Desk.

Founded in 2010, Agile is a well-respected and growing IT company. At the heart of our company is a supportive team of experienced and certified engineers and project managers. We take pride in having a great environment for our employees to work in and are strong believers in developing the skills, knowledge and resource of our workforce.

This is a “Hands-on” role that requires the role holder to coordinate the day-to-day IT technical support activities provided by Agile Technical Solutions. This includes the responsibility for the “Helpdesk” function ensuring that all customer calls are logged, progressed or escalated to a conclusion in a timely and consultative manner in-line with service agreements. The role holder will ensure the “Helpdesk” is the key point of contact for all customer reported issues.

The prime responsibility is to provide clear communication and coordinate the technical team resource to minimise the downtime of the customer’s services. The role holder must be able to listen, understand the customer’s needs and have the skills to ensure a timely and cost-effective resolution to technical problems and for coordinating general enquiries.

What you will be doing:

  • A great attitude with persistence and a positive attitude.
  • An approachable, friendly manor with good communication skills.
  • Demonstrate a ‘hands-on approach’ to deliver high levels of customer satisfaction.
  • First point of customer contact for providing IT technical support “Tier 1 / 2” technical support function.
  • Ensure all support issues are logged, progressed in a timely manner and closed-out to the customer’s satisfaction.
  • Provide general IT technical support and effective communication to Agile’s customer base.
  • Creating, Reviewing & Maintaining technical support documentation.
  • Escalate customer request in a timely manner to ensure new business opportunities.
  • Achieve personal and business objectives agreed with your line-manager.
  • Conduct a daily and weekly review of all open tickets to maintain and achieve agreed service level targets.
  • Liaise with Engineers to provide remote support to technical team members conducting installation jobs.
  • Create and deliver projects in-line with agreed project plan milestones.
  • Project Management for the delivery of effective and robust IT solutions.

Experience required:

  • Good foundation knowledge of IT with a minimum of 3 years’ experience as an IT Technician.
  • A genuine concern for quality, always striving to do an excellent job and managing own performance.
  • Taking pride in own work and delivering a quality service through concise and clear communication.
  • Demonstrate a ‘Can do attitude’ and show respect towards customers and Agile team members.
  • Persistence and Flexibility to get the job done, while maintaining an approachable and friendly manor.
  • Microsoft certification to MCSA level is desirable but not essential as training will be supported.
  • A genuine concern for demonstrating a professional image at all times.
  • The ability to communicate and fully engage with all levels of personnel.
  • Demonstrate an understanding of Commercial Awareness, in all that you do.
  • Take the initiative to educate and promote Agile’s portfolio of services to prospects & customers.
  • The ability to influence team members to go the extra mile to protect Agile’s reputation in the customer-base.

Attributes we’re looking for:

  • The ability to listen, understand and communicate action plans.
  • Communicate progress of activities to all levels of personnel.
  • Assume responsibility for the completion of support tickets, tasks and projects in-line with agreed deadlines.
  • Review and improve company procedures and continuous improvement initiatives.
  • Utilise and engage with technical resource to encourage team learning and team work.
  • Reflect on own ability and recognise when others need to be involved or ask for help and guidance.
  • Recommend commercial opportunities to the Sales Account Manager and Directors.
  • Provide open and honest feedback “on what is happening internally and externally” to the management team.
  • Communicate progress of open ticket status to all personnel, so they are aware of activities.
  • Review, up-date and maintain Agile Technical Team Operational Procedures.
  • Up-date and maintain shared documentation to ensure the latest version of retained user data and passwords.
  • Reflect on own ability and recognise when others need to be involved or ask for help and guidance.
  • Self-motivated team worker who is proactive in their personal development and professional engineering qualifications appropriate to the role and industry standards.

Working Hours and Flexibility

There will be times when you will need to work extra hours and demonstrate flexibility in your working hours, there will also be times when some project and support work needs to be carried out outside of customers working hours. We will always endeavour to recognise and appreciate this work, either with a bonus or time off in lieu.

Most importantly, we’re looking for someone with a genuine concern for quality, always striving to do an excellent job and managing own and the team’s performance.

This is a fantastic opportunity for an IT Technician looking to take on more responsibility in a growing business with a varied customer base. What’s more, in return for your dedication, you’ll be encouraged to learn and develop to expand your skills, in a team that genuinely looks out for one another.

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    Salary: Negotiable (depending of experience)

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    Vacancy Location: Agile Technical Solutions, Langham (Colchester)

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    Full time, 40 hours per week, Monday to Friday.

To apply for this role please forward an up-to-date CV outlining your experience.

Strictly… No agencies to make contact. Thank you.