Help Desk Technician - Hybrid - London

Job Description

The Help Desk Technicians enable our customers to work efficiently using data analytics and technical software products. You are the first to respond to requests for support, have a passion for user enablement, and enjoy technical support.

Working alongside a small team of Help Desk Technicians and support specialists, your insight into user inquiries and product bug reports will form an essential part of the feedback to our product engineering team.

Core Responsibilities

As a Help Desk Technician, you are the first interaction with users filing support tickets. In this role, you will:

· Iterate with users via a ticket-based software support desk system

· Gather context around product questions, and recreate and diagnose issues reported by users

· Triage, track, and correctly route support requests across the team

· Collaborate with engineering and product teams to resolve product bugs and communicate changes back to the user

· Serve as a point of contact between the centralised support team and customer implementation teams

· Manage user expectations on product and development issues across a global user base

What We Value

· A passion for customer support and enablement

· Ability to skillfully engage with customers on complex, sensitive topics

· Effective prioritization strategies and the use of task ticketing and tracking systems

· Experience providing customer support, preferably on complex software platforms

Requirements

· Located in London Office

Job Types: Full-time, Permanent

Salary: £40,000.00-£50,000.00 per year

Benefits:

• Company pension
• Gym membership
• Private medical insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Experience:

• IT Support: 2 years (required)
• Customer service: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in London

Reference ID: HD Job Role