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Helpdesk- 2nd Line Support job in Tile Hill

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Job Ref:  204759606
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Warwickshire
City:  Tile Hill
Salary:  £20000 - £22000/annum competitive
08/10/2016 03:50
Vickers Neal Recruitment Solutions is currently working with TruTac at their head office on the Westwood Business Park in Coventry. TruTac is placed within the Commercial Transport Industry and Information Technology Business Sectors.

Due to their continuous business growth we currently have an exciting opportunity for a experienced Helpdesk Technician to join the team.

JOB TITLE: 2nd Line Support (Helpdesk / Technical)
HOURS: 8.30am to 5pm Mon to Thurs and 8.30am to 4pm on a Fri
SALARY : 20K rising to 22k after successful completion of a three month probation period

Customer Support / Technical helpdesk.
REPORTS TO: Customer Support Manager

This is an exciting opportunity for an experienced 2nd Line Support professional to join an existing software support team. As 2nd Line Support you'll be a key go-to figure within a customer focused environment. The team pride themselves on their technical knowledge and for solving queries in a timely manner to meet defined SLAs. The role also includes installs and product training.

You will be required to:

Accurately diagnose calls to enable a quick resolution with minimum user inconvenience.
Intervene and support 1st line support members.
Take responsibility for being the expert on certain products and technical manager for larger accounts.

Skills and experiences required are:

Previous experience in a similar role.
Solid track record within 1st / 2nd line roles.
Excellent customer service and IT skills.
Strong written and verbal communication.
Ability to understand software and hardware installation / training processes
Knowledge of ITIL principles


To undertake a range of tasks in relation to customer IT support
To deal with customer enquiries efficient and diligently
To understand and comply with policies and procedures
To carry out work in a safe and diligent manner
To comply with all Health & Safety policies and procedures
To attend and fully participate regular training and development reviews with line management, mentor, HR representatives and other nominated representatives.
To undertake additional duties in line with capabilities as required


Technical Skills
Able to carry out a variety of technical duties related to the role, competently and efficiently with training and/or support as appropriate.
Demonstrates a logical and practical approach to tasks
Takes opportunities to learn new technical skills
Gains experience to improve technical competence
Takes on additional responsibilities once suitably qualified and/or trained
Ability to problem solve

Service Excellence
To deliver the best possible standards to customers (both internal and external) at all times by keeping the business promises, never compromising on health and safety and being aware of the environmental impact of activities.
Undertakes all tasks willingly, prepared to go the extra mile
Completes all tasks, including paperwork accurately and to a high standard and on time
Demonstrates a professional attitude and approach at all times
Takes a pride in their appearance and is punctual
Ensures own and others Health & Safety at all times

Customer Relationship Building and Management
To build long term partnerships in order to understand and satisfy clients current and future needs.
Takes every opportunity to develop positive and professional working relationships
Honours customer commitments
Takes a professional and courteous approach with clients at all times

Promote a process of continual improvement whilst encouraging new ideas and added value solutions.
Seeks opportunities to improve existing processes and procedures
Provides creative but practical solutions to problems
Participates and makes constructive suggestions for solutions and improvements

People Focus
Create a working environment where merit is the only key to success and make teamwork an everyday reality. Demonstrate a clear commitment to development and training.
Treats others with dignity and respect
Communicates well (verbally and in writing) with colleagues and clients
Works harmoniously with others, helping to generate a positive team atmosphere
Builds effective working relationships
Takes ownership of personal development

In the first instance please send your CV with a supporting covering letter
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