Job role: Solutions Helpdesk Analyst
Location: Remote
Salary: Competitive
Contract: Full time, Permanent
Reporting to: Professional Services Helpdesk Manager
What we’re all about…
At Agilico we’re on a journey to build a better future for our people and planet. We’re proud to be the UK’s pioneering Circular-First workplace technology business.
From supporting the United Nations Sustainable Development Goals, implementing a wide range of environmental initiatives, and achieving Net Zero status by 2030, we’re dedicated to integrating sustainable practices throughout our operations.
We want our actions to cause a ripple effect across our business, our customers, our network and our supply chain. Every action, no matter how small, has the power to create meaningful change. Together, we can amplify our efforts and pave the way for a more sustainable tomorrow.
What we’re looking for…
As a Solutions Helpdesk Analyst, you’ll play a key role in supporting our customers with their software and hardware needs—primarily focusing on print and scan environments. Working remotely, you’ll troubleshoot a wide range of issues across our extensive client base and help maintain the highest levels of service.
This role requires a technically capable individual with a strong customer-service mindset. You’ll work within a collaborative support team environment, helping to resolve issues efficiently and professionally.
We’re seeking someone with a solid background in IT support, who is proactive, solutions-focused, and thrives in a fast-paced environment. You should be detail-oriented, systematic in your approach, and confident in delivering excellent service.
What You’ll be doing…
- Manage and prioritise helpdesk tickets in line with service level agreements (SLAs).
- Troubleshoot and resolve hardware and software issues via phone, remote tools, or email.
- Investigate and escalate complex issues where necessary to ensure timely resolution.
- Collaborate with field engineers to support on-site queries.
- Take ownership of helpdesk operations relating to print and scan solutions.
Qualifications:
- Proven experience in an IT support/helpdesk environment
- Strong communication skills, both written and verbal
- Excellent call handling and ticket management
- Technical knowledge of MFDs from Ricoh, Canon, Konica Minolta, Sharp, Lexmark, and HP
- Experience supporting print management solutions such as PaperCut MF, PaperCut Hive, uniFLOW, and uniFLOW Online
- Working knowledge of Windows servers, workstations, and network environments
What’s in it for you:
In return for your hard work we offer a competitive benefits package, to include:
- 23 days holiday plus bank holidays, rising to 28 days after 5 years
- Stakeholder pension scheme & death in service benefit.
- Agile Perks reward platform offering discounts and great deals
- Healthcare cash plan covering everyday expenses such as opticians, dentist etc.
- Cycle to work scheme
- Volunteer Days
- Referral bonuses if you nominate a friend or a new customer
- Employee Assistance Programme
- Enhanced Maternity and Paternity scheme
If any of this has sparked some interest, then please get in touch as we would love to talk to you more about our exciting journey to build a better future, and how you could become an integral part of it!
