- Category
- Customer Service
Location: Abingdon HQ (regular travel to warehouses required)
Hours: Full-Time, Permanent
Reporting to: Service Desk Manager
Start Date: Immediate
About the role
This role provides 1st line technical support to our customers, troubleshooting problems
remotely (by telephone, email, or remote access) or scheduling Field Engineers to provide on-site break-fix support.
The KFP helpdesk is open 24 hours a day, 7 days per week (excluding Christmas Day).
This position works a shift pattern, which will be based on a 4 on 4 off shift pattern 8pm8am.
Your key tasks and responsibilities will include:
- Ensuring tickets are resolved in accordance with service level agreements (SLAs)
- Always providing excellent customer service, striving to exceed client and business expectations
- Liaising with other internal departments and external partners to resolve
tickets when required - On occasion, assisting the Helpdesk Scheduling Assistant with scheduling Field Engineers for site visits when problems cannot be resolved remotely
The above is not an exhaustive list of duties and you may be expected to perform different tasks as necessary to meet the overall business objectives of the organisation.
About you
We are seeking someone with experience in troubleshooting IT problems and supporting IT hardware, which includes printers, laptops, desktops, and mobile devices. This experience can be gained through previous roles or through academic study, such as a college or university course. Additionally, excellent customer service skills are required for this position.
The role is fast-paced, and the ability to prioritize and manage multiple conflicting deadlines is essential.
Key qualities for success in this role include strong problem-solving skills and attention to detail. Regular communication with internal and external stakeholders of all levels will be required, so excellent written and verbal communication skills are important.
Previous experience in retail is desirable.
About us
We are retail. We specialise in providing in-store retail IT systems, services, solutions, project management & support platforms. With over 25 years of experience, we work with some of the biggest household brand names on the high street in the fashion & hospitality sectors, building close working long standing partnerships built on trust, expertise and a mind set to getting the job done.
Our mission is simple – to provide our clients with truly integrated IT solutions that make a real difference to their business, building long standing relationships so that we can fundamentally understand the needs of our clients. We are not a huge corporate company who may treat clients as an account number. We are neither a small one-man-band offering cheap services. What KFP offers is a perfect blend of experience, structure, and a practical approach to enable us to deliver the service that all our clients have come to expect – a professional service that gets the job done.
Why KFP?
As well as a competitive salary per annum + 10% shift allowance, we provide the following
benefits:
- 24 shifts days holiday
- Private healthcare (including access to the Bupa Blue app) for you and your dependents after a qualifying period
- Company sick pay
- Recruitment referral scheme (£500 for each successful referral you make).
- Excellent professional development opportunities
- Regular team and company social events
These benefits are in addition to statutory benefits such as eye test vouchers and a workplace pension.
