1st Line Technical Support
Due to increasing demand and ambitious expansion plans, I-Fulfilment are looking for a 1st Line Support Executive to join our energetic growing IT team.
As the 1st Line Application Support Executive, you will be responsible for managing user enquiries efficiently for our growing warehouse ERP SaaS platform. Whether you are responding to support calls and tickets; troubleshooting Desktop issues or SaaS platform issues; keeping the clients updated on ticket progress; escalating issues; or building customer relationships, you will play a key role in ensuring clients and internal users receive an excellent service.
You will be exposed to a number of disciplines, include; databases, application support, software installation and configuration, reporting and software development..
Key areas of responsibility
To maintain a high degree of customer service for all support queries
Receiving, logging and managing calls from clients or internal users via telephone and email
Log all calls in the Service Desk Ticketing System
Provide remote support, via industry standard tools, to desktop, server and mobile applications
Where possible undertake 1st time fixes for incidents logged
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Allocate more complex service issues to 2nd/ 3rd line support
Key skills required:
Excellent communication skills and telephone manner
Excellent organisational skills
Previous experience in a software or IT environment
Computer & Printer hardware support
Strong knowledge of Microsoft based programs
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Willing to adapt and learn new skills
Ability to work on own initiative.
Previous experience using help desk applications
Exposure to web development technologies and databases
Fault-finding and analytical skills
If you want to apply or find out more, drop us a line using the form below: