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Vacancy at HBP Systems

IT Helpdesk Engineer
(Position Filled)

Can you make a difference in a business with it’s eyes set on success? We’re aspiring for the Times Top 100 Companies – so what can you contribute? Join us on our journey and get in touch.

This is a great opportunity to join a growing, well established business and progress your career. Specialising in IT Support and the highest level of customer service, HBP Systems are looking for an enthusiastic and knowledgeable IT Helpdesk Engineer who is organised, trustworthy, reliable and passionate about making a difference within our organisation.

In this role you’ll be an integral part of our award-winning IT service team, effectively and efficiently dealing with IT issues, whilst maintaining our industry-leading SLA and embodying our company ethos.

IT Helpdesk Engineer

The Role

The team are responsible for providing fast and effective support to our Business IT customers when things go wrong or they need our guidance. The team not only provide technically accurate support but do so with empathy and understanding to make sure the customer experience is a positive one and ensure the teams communication methods and details are maintained.

Main Tasks

  • IT Service scheduling and maintenance
  • Responding to incoming calls and Tickets into the helpdesk
  • Maintaining 1 hour response to all tickets
  • Aim to fix all calls within 8 hours
  • Customer updates and call management
  • Helpdesk information population and maintenance
  • Product and industry change investigation and communication
  • Continued development and training
  • Teamwork and collaboration
  • Ensure helpdesk ticket updates are details and concise
  • Ensure communication methods are correct
  • Respond to urgent calls with 15 minutes and escalation processes are followed
  • Supplier/ contractor liaison for tickets, issues and version updates
  • Attend team meetings
  • Incoming calls to be answered within 20 seconds
  • Follow lead logging for any customer / prospect leads generated
  • Call escalation within escalation procedures
  • Site champion maintenance
  • Help sheet and KB knowledge base population

Responsibilities

  • Meet operational targets for response, resolution and updates
  • Continual training and improvements
  • Monitor and maintain supplier logs and updates
  • Helpdesk ticket management and logging
  • Ensure customers are continually updated with the required communication method
  • Follow complaint & escalation process / procedure
  • Customer information maintenance
  • Industry & Product awareness and effects
  • Team communication
  • Maintain Excellent communication and feedback
  • Excellent Customer service

Accountable For

  • Excellent Customer service levels
  • Company Vision and Goals are communicated and maintained
  • Team & customer communication levels
  • Meet operational targets for response, resolution and updates
  • Excellent customer service & feedback
  • Data population and maintenance
  • Ticket logging and management

Qualifications (Required)

  • 2 Microsoft or Equivalent qualifications
  • Industry specific qualifications

Knowledge & Experience (Required)

  • A passion for continual development
  • A passion for IT
  • Very Strong IT Skills
  • At least 1 years’ experience in being on a IT Helpdesk
  • Excellent Product Knowledge
  • Latest windows server editions
  • Exchange Servers
  • Cloud Solutions (Office 365/Azure)
  • Hyper V/ VM ware
  • Virtualisation
  • Advanced Switch & Router configuration
  • Server Hardware
  • Security Solutions
  • Backup Solutions
  • Strong organisational skills
  • Excellent Communication Skills

Behavioural Skills

  • Ability to multi-task
  • Excellent written and verbal communication skills
  • Accurate with attention to detail
  • Can work independently and in a team
  • Stress resistant, flexible, pro active
  • Honest and empathetic towards customers and staff

The Benefits

We believe our people are our most valuable asset and as we strive to be one of the top 100 small businesses to work for in the UK, we will provide everything we can to keep you motivated and help you enjoy your working life. We offer great benefits for this role, including:

  • Excellent training opportunities
  • 25-days’ annual holiday (plus Christmas break)
  • Staff discount scheme, and more!

Job Type

Full-time

Company Ethos & Values

‘Best today. Better tomorrow.’ is our mission. We’re a passionate, trustworthy, forward thinking business who strives to achieve excellence is everything we do, going the extra mile for both customers and staff.

The Company

As one of the country’s leading IT and Business Software providers, you will be joining a business full of challenges and opportunity. Our core products include IT Infrastructure, IT Security, Accounts Software, EPOS and Telecoms. Over the past 25 years we have been delivering excellent solutions and service to our 600 (and counting) customers, and now we are looking for someone else to join the team and help!

We are an ambitious company striving to be excellent in everything we do and we take the personal development of our team very seriously. In fact, it’s at the core of our whole strategy, so you will be given the chance to grow and develop through a personal development and coaching plan. We also believe in rewarding our staff for all of their hard work. This means 25 day’s holiday (plus the Christmas break off), pension scheme, cake on your birthday, time off to support local charities and a performance related profit share. If you think HBP sounds like the sort of company you’d like to work for, then we’d love to hear from you.

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