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Helpdesk Technician

Wetherby, West Yorkshire

We have a new and exciting opportunity for a Helpdesk Technician to join a dynamic and friendly team based in Wetherby.

About us

The ICC Group is a nationwide IT enterprise support and supply organisation. Formed in 1998 we have become one of the UK’s leaders in the supply of hardware and service support of all IT Tier One vendors such as HPE, Dell, Lenovo, Cisco to name a few. We are a forward thinking, ambitious company continuing to expand our IT services across the UK.

The role

As a Helpdesk Technician you will be acting as the first point of contact, coordinating a broad range of incidents and service requests, responding to customer issues via email or phone. This role is customer focused, ensuring the customer receives the best possible service when logging IT fault calls. In addition to logging the calls, you will act as customer liaison providing updates on the progression of their call.

You will also be required to liaise with internal departments to ensure the smooth resolution of the issue.

This role involves pro-active communication with field engineers, customers and suppliers, owning all tickets from the moment they are logged until completion.

A successful candidate will have the ability to work under their own initiative and will have an enthusiastic and positive attitude.

Key skills and experience needed for the Helpdesk Technician:

  • Proven background within 1st line support
  • At least 2 years Customer Service experience
  • Good knowledge and understanding of SLA’s
  • Good hardware knowledge, for example HPe/Dell/Lenovo equipment
  • A passion for technology, with a keenness to learn new skills and progress your career
  • Excellent communication skills

Job vacancy details:

Job Type: Full-time, permanent

Salary: £20,000 to £26,000 per year dependent on experience

Location: The ICC Group, LS22 7TW

Hours: Mon-Fri on rotating shifts 08:00-16:30, 09:00-17:30, 09:30-18:00

Benefits:

  • On-site parking
  • Profit sharing scheme
  • Company events & social hours
  • Company pension
  • 28 days plus bank holidays

Experience:

  • Customer Service: 2 years (Preferred)
  • Helpdesk: 1 year (Required)

To apply, please send your CV and covering letter to HR@TheICC.Group.

Please Note: Due to the number of applications we receive we may be unable to respond to every application directly. If you have not heard from us within 5 working days, please assume your application has been unsuccessful.

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