Job Description

Job Advert

Job Title:

First Line Support Desk Technician

Location:

Salisbury (hybrid)

Company:

Fexco Property Services

Type of Employment:

Full Time, Permanent

About this Role:

We are excited to announce that we are looking for a First Line Service Desk Technician to join our Data and Technology team, due to growth. The role will be to proactively ensure that all users or clients receive exceptional Customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal impact on the user / customer and within agreed service levels. The ideal candidate will come from an outsourced or IT service background (Not essential), with impeccable customer service skills. You will be proficient in Microsoft Windows Servers, Microsoft Exchange, and Microsoft Office 365 along with Active Directory.

Main Duties and Objectives:

To handle incoming technical support incidents, requests, and changes. Management of personal call queue, ensuring calls are closed in a timely fashion. Provide updates and ensure ongoing customer communication is maintained. Resolution of calls ranging from simple password resets to complex server queries. To work as part of a close-knit team of applications and support staff. Provide excellent customer service. Work with other internal and 3rd party teams Perform software builds/re-builds on PCs and laptops as required. Fix hardware faults and install upgrades to user / client hardware. Attend regional sites from time to time to perform on-site work.

You will contribute to service desk incidents through to completion, recognising when


escalation is required for the quickest resolution for the client. You will provide users / clients


with continual and regular updates throughout the management of their incidents, whether


assigned to you or a higher-level engineer. The role will require you to work effectively on the


service desk systems, keeping all tickets fully updated in real time. Other responsibilities will


involve performing on-site visits as a representative of the team where necessary to resolve a


technical incident. Along with any other duties.

Essential Skills:

Excellent communication skills, both written and verbal. Friendly, confident, and professional telephone manner. Eager to learn new skills and invest in personal development. Good attention to detail with well-developed problem-solving skills. Time management skills with the ability to prioritise effectively. Self-motivated with the ability to work alone and as part of a team. Minimum of 1 year in technical support. Experience with Exchange and Office 365. Experience Windows 7, and Windows 10 operating systems. Good understanding of Microsoft Office software IT, Numeracy and Literacy Skills to Level 2 or equivalent. Must have a valid UK Drivers License
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.


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