Job Description

About the Role

We are looking for a proactive and customer-focused Help Desk Operator to join our team. You will be the first point of contact for clients calling in with technical issues relating to fire & security systems. Your main responsibility will be to log faults, assess issues, carry out remote diagnostics and maintenance, and escalate to our Service Department when required.

This role would suit someone who enjoys troubleshooting, communicating with customers, and working as part of a supportive technical team.

Key Responsibilities

Answer and manage inbound support calls and emails from clients. Log faults accurately into the help desk system. Carry out remote diagnostics and attempt first-line fixes where possible. Perform remote system maintenance on schedule. Escalate unresolved issues to the Service Department with clear notes. Provide excellent communication and updates to clients throughout the support process. Maintain detailed and accurate service records.

Skills & Experience (Essential)

Strong communication and customer service skills. Good IT literacy and ability to learn technical systems. Ability to troubleshoot logically and remain calm under pressure. Highly organised with good attention to detail.

Desirable (Training Provided if Needed)

Experience working with intruder alarm systems. Familiarity with

Texecom

alarm systems in particular. Experience in fire & security, telecoms, or similar technical support environment.

What We Offer

Full training and ongoing development. Supportive and friendly working environment. Opportunities to progress within the business. 28 days holiday (including bank holidays). Company pension scheme.
Job Type: Full-time

Pay: 25,000.00 per year

Benefits:

On-site parking Work from home
Work Location: In person