1st Line Service Desk
We’re looking for a 1st Line Service Desk Apprentice who is passionate about technology to join our team. As a key member of our Service Desk team, you’ll work closely with our Support Manager to provide frontline support to our customers. This role focuses on using technology to deliver efficient service and ensure our customers receive top-notch support every day.
About the job
Location: Borehamwood
Permanent, Full-time
Monday to Friday: 37.5 hours per week
Start as soon as possible
Are you ready to make a difference?
At Redsquid we’re all about making a difference to our customers with the use of technology.
We’re an innovative provider of IoT, voice & data, cyber, IT, cloud and technology services – our mission is to make our customers more productive, efficient and leaner, with scalable solutions that position them for success.
We work with passion, innovation and integrity, as a team. These are the cornerstones of our approach and our culture – we’re purpose led, and we recruit exceptional people who share our values.
You bring the drive, motivation and desire to learn – we’ll commit to giving you a fulfilling, challenging and rewarding career, working with likeminded people in a supportive, fast-paced environment.
What will you be doing?
As 1st Line Service Desk Analyst, you’ll act as the first point of contact for all Managed Service customers.
The primary objective of the role is to provide exceptional customer service – you will be resolving the issues you can or escalating the issue to our 2nd line and 3rd line engineers.
At Redsquid our customers are too important to pass on an issue and walk away – whether you solve the issue or escalate it, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and Redsquid.
You will take pride in proactively providing timely updates and ensuring the fault is given the correct level of priority and attention.
This is a demanding support position, which calls for excellent customer service skills, the ability to build positive customer relationships, and to take pride in delivering high standards of customer care.
Duties & Responsibilities
- Taking incoming supports calls from our customer base via phone and email.
- Supporting standard business systems and infrastructure, including but not limited to Windows Client OS, Windows Server OS, Apple OS, TCPIP Networks, M365 and Microsoft Office.
- Provisioning basic IT equipment and services including but not limited to PC’s, routers, wireless access points, M365 and antivirus.
- Working hours are 9:00 – 5:30, and for the early shift 8:00 till 4:30. You may be required to do the early shift one day per week.
Who are you?
You are a friendly, positive, proactive individual who wants to become part of a close-knit team.
As well as having excellent customer service skills over the phone, you have exceptional attention to detail and the ability to retain information and develop good product knowledge over time.
You are happy to work in a busy office environment, able to multitask, with a logical, tenacious approach to problem resolution.
We will support you in developing your IT/product knowledge and will enable you to undertake a range of structured training and professional certifications once you have successfully passed your probation period.
Previous experience at an MSP would be beneficial, but we would also be happy to consider applications from experienced customer service agents who have worked in an IT/Telecoms/Technology (or similar) environment.
What can we offer you?
We value our employees and are committed to providing them with a workplace which is both safe and secure.
Likewise we create an environment where every employee is treated fairly, with respect and importantly equal opportunities for all.
Read more about our employee commitment on our careers page, and find some of our benefits here:
- 24 days annual leave entitlement
- Additional day off for your Birthday
- Buy/sell back holiday scheme
- Private Health Insurance with discounted perks;
- Bupa Dental Plan
- Eye care contribution
- Pension scheme
- Staff Incentives and recognition
