Title IT Helpdesk Advisor
Location North Somerset
Salary £18,000
Job Type
Job Information

We are currently recruiting for an IT Helpdesk Advisor to work in a busy company in North Somerset.  As part of the IT helpdesk team, this role is responsible for answering calls from business clients, assisting with their Wi-Fi questions and queries or taking an accurate message and arranging call backs for the 2nd or 3rd line technical team.

Responsibilities will include:

  1. Log incidents accurately using the business support system, define and diagnose faults and troubleshoot issues to resolution, meeting SLA’s and KPI’s
  2. Provide regular, high quality updates to clients and end users for all incidents
  3. Manage/monitor all Incident Records to ensure a timely resolution
  4. Assist with the Major Incident process by seeking feedback from end users, plus occasional engineer co-ordination (for example, access arrangements)
  5. Escalate incidents appropriately and manage inter-departmental communication effectively
  6. Use network monitoring tools, user databases and multiple inbound support streams
  7. Follow checklists and documented processes, and provide feedback that works towards continual service improvement

The right candidate for this role will have the following:

  1. Excellent and clear customer service and communication skills (verbal and written)
  2. Previous customer service experience (preferably in an office environment)
  3. Comfortable working in a busy environment with fluctuating workloads
  4. A willingness to learn
  5. A track record of good time keeping

You do not need previous experience in an IT role although you will need to be fairly confident with IT/technology. Experience within the IT sector or a relevant qualification would be advantageous, however, training is provided.

This ongoing temporary position is full time Monday-Friday, offering the equivalent of £18,000 with the potential of becoming permanent for the right candidate.

If you have the relevant skills and an interest in IT please do apply ASAP as this role is starting immediately.

If you know someone else who you think would be appropriate for our roles, please share this with them – if you refer someone who is successful we will reward you with a voucher for lunch/coffee.

Whilst we will endeavour to contact you following your response, due to the high volume of applications we receive this cannot always be possible. If you have not had notification within 7 days unfortunately your application has not been successful but we will keep your details on file for future opportunities.