Help Desk Support, Bollington

Help Desk Support

28 days (including bank holidays) + Holidays increasing with years of service + Life cover + Birthday off + Pension + Buy Holiday Scheme + Company Benefit Schemes

Background:

Control Group are specialists in the specification and installation of integrated electronic systems predominantly to the commercial market.

The group has extensive resource in electronic system design and innovation, using customised intelligent systems to inform, control & protect client operations. There is a wide variety of equipment & practices in use, therefore, a flexible approach with a constant emphasis on learning and development of the technical skill base is needed, to enable both the company and you to play a key part in directing the next innovations.

Ideal location:

The company is based in the idyllic town of Bollington in Cheshire.

Job Role:

The role has a position of responsibility which requires someone who has the ability to effectively manage client expectations, take ownership of tier 1/2 (remote support) calls, and support cases/faults ensuring the effectiveness of client systems, and enhancing the company’s excellent reputation. In this role, you will be required to support clients, but key links must be maintained with the Help Desk Manager, Operations, Procurement, Admin and Sales departments.

Job Description:

Key Responsibilities:

Whilst the exact responsibilities will vary, the main duties of the role can be summarized as follows:

• To maintain a high degree of customer service for all support queries and adhere to good service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• To log all calls on our support desk software and manage the ticket system effectively.
• Deal with administrative activities professionally and in a timely manner.
• Liaise with field engineers, installation programs, maintenance and warranty programs.

Required knowledge & experience:

• Basic knowledge of computer Operating Systems including Windows/Mac and Linux(desirable).
• Knowledge of basic networking and TCP/IP protocols.
• Excellent IT skills
• Minimum 2 years experience in a similar helpdesk/IT support role.
• Remote Device Management
• Office / Microsoft 365
• PC System Build
• Fluent in English, Spanish and Italian

Desired but not essential:

• Previous experience of CCTV, Access Control, intruder and AV systems.
• Additional language speaking would be advantageous, specifically Spanish, Italian, French or German
• Team Player with the ability to also work independently.
• Can-do attitude
• Strong Communication & Customer Service skills to manage client expectations.
• Ability to meet deadlines.
• Strong Troubleshooting skills to resolve issues raised by clients.

Job Types: Full-time, Permanent

Pay: £28,000.00-£30,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• Life insurance
• On-site parking

Experience:

• IT Help desk: 2 years (required)
• CCTV, access control, intruder and AV systems: 1 year (preferred)

Language:

• Spanish, Italian, English (preferred)

Work Location: In person