IT Helpdesk Technician

• IT Helpdesk technicians
• £230 per day (inside IR35)
• Sheffield - 3 days on-site

Our clients in Sheffield is currently looking for 2 IT Helpdesk technicians to provide 1st line support for their customers.

Main duties and responsibilities:

• Take incoming calls from alarm engineers, alarm companies and alarm receiving centres
• Ensure all calls are answered with PCS and SLA targets
• Accurately log, update and close event management tickets in a quality and timely manner
• Manage tickets on Salesforce from an incident management perspective, taking through from initial logging to resolution
• Line tests on PSTNS, Broadband faults for the ultimate devices, assist with install of new devices, work with alarm company engineers to diagnose and troubleshoot faults, arrange for replacement devices to be sent out
• Managing tickets for CCTV surveillance, same as above

The following skills and experience are required for this role:

• Network and telephony experience (Open Reach/Exchanges/PSTN/ADSL/Ping tests/Dial tone checks - anything telephony networks would be a massive advantage)
• Technical fault co-ordination and wide IT/communications
• Experience of working in a service desk environment - calls/emails/ticket logging
• Excellent Customer Focus and an understanding of Key Customer requirements and experience in dealing with internal and external Customers/Suppliers
• Attendance to Sheffield office 3 days per week is mandatory
• Eligible for a BPSS check