Do you have experience of working on an IT helpdesk and would like to further your career?
Do you have exceptional customer service skills and enjoy working as part of a high-performing team?
Are you passionate about Apple technology and working in a mac based environment?
If so, please read on!
Goal
The overall goal of the position is to deliver excellent customer service by using your expertise to provide remote and telephone technical support to our client, Convex
Insurance. Being able to build successful working relationships requires excellent communication skills and the ability to support clients where their input is required in order to resolve issues.
Identifying ways to proactively reduce recurring issues is as important as solving issues quickly and efficiently as possible.
NOTE: This role is based remotely however you will need to travel to London during your induction period (which will span several weeks). After this time travel to London will be required on an occasional basis.
Summary
The IT Helpdesk Analyst team reports to the IT Operations Manager. You will oversee “dispatch” - triaging incoming incidents and requests.
You will work independently to proactively solve incidents using FreshService to communicate with clients and document what actions have been taken to resolve the
incident. Professional and timely communication with our clients is a vital part of our
excellent customer service.
Dr Logic is committed to developing a high performance culture within the Convex team and one which is focussed on delivering continuous improvement. By documenting our processes, training everyone on these processes and regularly reviewing them, the aim is to achieve a consistently high standard for our client. Your input into this initiative will be an important part of this role. You will identify gaps in documentation or processes and proactively update, add to or amend these in Toolbox (Convex’s Documentation Platform).
Job Duties
Technical Support
- Ticket Management
- Effectively manage assigned tickets through to a satisfactory conclusion according to SLA
- Working as part of a team to resolve the target number of tickets each day
- Proactive monitoring of incoming alerts
- Effective escalation of tickets to our operations, engineering and security teams which might constitute a risk for the client
- Provide technical assistance to other operations engineers
- Documentation & Information
- Develop and maintain client documentation to ensure this remains current and consistent.
- Contribute to the development of Dr Logic and Convex processes
- Cascading of news, policies, changes and operating system updates
- Technical
- Onboardings and offboarding of devices
- Device wipes & account creations
- Authentication issues and device lockouts
- Resolving WiFi issues
- General macOS / iOS queries, ad-hoc user training sessions
- Access Requests
- Slack channel requests
- Dropbox access requests and management
- Gmail/shared mailbox management
- User Administration
- JumpCloud application access and management
- Google Workspace management - calendar/mail
- Airtable people / device management
Essential Technical Skills / Knowledge/Experience
- Minimum 2 years experience as an Level 1/ IT Helpdesk Engineer
- Troubleshooting Apple Mac issues
- macOS and iOS device experience
- Windows Desktop & Windows Server experience
- Third-party software, including Slack, Zoom, Microsoft Office, Dropbox
- Basic Networking (DHCP, DNS, IP addresses, subnet masks, etc.)
- Online email hosting (G Suite, Office 365, etc.)
- Helpdesk/Service desk experience (Freshservice, ServiceNow, Zendesk, etc.)
Education
- A’ Levels or equivalent relevant diploma
- Apple Certifications, such as ACSP
Personal Qualities
- A skilled communicator
- Positive energy and drive
- A can-do attitude towards problem solving
- Able to work independently and as part of a team
- A genuine love of technology and curiosity about the industry
- A personal commitment to excellent customer service
- Analytical thinking
- Good attention to detail
- Articulate
- Able to build rapport quickly
- Self-aware and empathetic
- Highly organised, can plan and prioritise
- Comfortable with some ambiguity
- Thrive in a fast-paced environment
- Adaptable to change
- Seek to deliver continuous improvement
- Flexibility towards working patterns
Values
Our values are very important to us. We encourage, value, reward and look for the following behaviours and attributes in our people:
- Team before self: I succeed when the team succeeds
- Exceed client expectations: We go beyond what's expected
- We are ambitious: With ambition we can realise our potential
- Authentic & respectful: It's safe to be ourselves at work
Reward Package
Salary
- Up to £35k, dependent on experience and home location
- Discretionary annual bonus
Annual Leave
- 29 days holiday (inclusive of bank holidays)
- A further additional day for your birthday (nearest day if on a weekend/bank holiday)
- Annual entitlement increases by 1 day per year of service (up to a maximum of 3 days
- Additional discretionary half days holiday may also be given for Christmas Eve and New Year’s Eve
Pension
- Employer (3%) and employee contributory (5%) pension scheme
Private Healthcare
- Bupa private medical insurance (on successful completion of probation)
- Spouse/dependents may be added at your own cost at a heavily discounted rate
Other Benefits
- Funded Life Assurance (Death in Service benefit of 3 x your annual salary paid to your nominated beneficiary) on successful completion of the probation period)
- Funded training available for relevant qualifications
- Cycle to work scheme
- Interest-free travel loans and technology loans
- Family culture - privately owned and managed