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1st Line Help Desk Support

Salary £18000.00 - £20000.00 per annum
Location Leicester, Leicestershire
Job Type Permanent Jobs
Job Ref HQ00041608
Published over 1 year ago

Job Description


Macildowie are currently recruiting for a 1st line Helpdesk Customer Support Advisor working for a company based in Leicester.

This is a permanent full time role.


Our 1st line Support agents are the first point of contact for all incoming customer queries. All members of the team must be able to handle any incoming customer communication in a friendly, polite and coherent manner, ensuring that each query is treated with the required level of importance, and handled in the appropriate way.

Maintain an excellent knowledge of the company product and services portfolio
Monitor incoming customer support case queues
Process support requests and cases via email and in bound calls
Respond to customer enquiries
Customer Support live chat


Essential Skills and Experience:
Ability to follow procedures
Have the ability to work under pressure
Adaptable approach to customer needs
Attention to detail
Committed work ethic
Demonstrate the importance of ownership
Clear communicator
Good problem solving skills
Experience of working within a busy team
Organisation and prioritisation
Punctuality and reliability
Have the ability to pick things up quickly

Desirable Skills and Experience:
12 months experience in a similar role
Awareness of ISO9001/ISO27001 or equivalent standards
Experience of automated dialling systems (Preview/Progressive/Predictive)
Experience of cloud based technologies
Knowledge of Operating Systems, specifically Windows 7, 8 & 10 and Mac OS
Knowledge of SIP
Knowledge of TCP/IP
Salesforce CRM
Understanding of Computer networking equipment (Switches/Routers/Wireless Access Points/etc)

Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the regions premier employers. To search for all of our live jobs please visit us at

Job Location

Showing approximate location of 'Leicester, Leicestershire'