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Helpdesk Support (Telecoms)

Location: Team Valley, Gateshead
Salary: Competitive
Role Grade: 3C
Contact Type: Full-Time, Permanent 
Work Pattern: Monday to Friday, 37.5hrs

About us:

Agilico is a fast-growing technology business, whose
objective is to provide high quality technology solutions tailored to
individual customer requirements. Our goal is to maximise operational effectiveness and make
work easier for our clients using cutting-edge workplace technology. Our
expertise and experience spans four key areas: Managed Print, Information
Management, Agile Working, and Telecoms & IT.

The role:

The 1st Line Helpdesk team are responsible for delivering a first-class support service to all Agilico Telecoms customers by resolving
issues remotely or escalating to a Telecoms Engineer or Telecoms provider. This varied role requires a team player with excellent customer service skills and initiative who has the ability
to manage their time efficiently.

Key responsibilities:

  • To maintain a high degree of customer service when responding
    to all support issues.
  • Assist diagnose and resolve faults with Network Services,
    Internet Access and both Cloud Based and On-Premise Telephone Systems.
  • Raise support Autotask tickets for incoming customer issues
    via telephone, email or escalated by an Account Manager.
  • Providing 1st line technical diagnostic to customers.
  • Priorities Support tickets in accordance with company SLAs,
    providing customers with updates in relation to response SLA and consequently
    updating Autotask ticket and managing customer expectations.
  • Liaise with third party suppliers and contractors and follow
    escalation paths as required.
  • To take ownership of support issues and seek closure
    ensuring all relevant support procedures are followed.
  • Daily monitoring of the Customer Service email inbox and escalation of complex calls to the relevant support team
    member.
  • Coordinate IT & Telecoms projects identified by Sales;
    documenting project, ordering and allocating goods, assigning and scheduling
    2nd Line Engineer visits/installations and providing regular updates to
    customer/Account Manager.
  • Ensure Telecoms & IT equipment are delivered to customer
    site in accordance with any project timescale or engineer scheduled site
    visits.

Skills & Experience:

  • Proven experience in a similar customer facing support role alongside excellent communications skills, both verbal and written.
  • Demonstrable 1st line support experience using a call logging ticketing system.
  • Knowledge of Network Services, WLR3, Mobile Technology and
    Telephone Systems would be advantageous
  • Strong knowledge of Microsoft and computer literacy.
  • Experience of liaising with internal and external
    stakeholder
  • Positive can do attitude looking able to deliver in a fast
    paced environment
  • Proven experience meeting and exceeding team and individual
    KPIs

In return for your hard work, we offer a competitive benefits package, to include:

  • 23 days holiday rising to 28, plus bank holidays
  • CSR volunteer day per holiday year
  • Benefits hub
  • Referral bonuses
  • Healthcare Cash-plan
  • Life assurance
  • Voucher and discount hub
  • Cycle to work scheme
  • Comprehensive EAP scheme


If you like the sound of this role and feel you have all the relevant skills, we would love to hear from you!