Hybrid Support Desk Apprentice: 1st Call Resolution

Cirrusresponse; Epsom; Hybrid; GBP 25,000 - GBP 35,000; Full time

Job summary

A growing technology company is seeking a customer-focused support role based in Epsom, offering hybrid working. The successful candidate will provide expert assistance to partners and customers, focusing on first-call resolution and efficient ticket management. Ideal applicants will have experience in a support desk role, strong communication skills, and proficiency with Microsoft 365 products. The role supports organizational KPIs and requires a commitment to excellent service through clear communication and effective issue resolution.

Qualifications

• At least 1 year in a support desk role is advantageous.
• Excellent customer-facing verbal skills are necessary.
• Experience in the IT and/or Telecoms industry is advantageous.

Responsibilities

• Monitor and administer inbound email ticket traffic.
• Answer inbound customer and partner calls.
• Ensure resolution plans for new tickets are established promptly.
• Own and progress tickets, delivering first call fixes.
• Engage suppliers on tickets requiring their involvement.

Skills

IT proficiency in core Microsoft 365 products

Strong communication skills

Systematic problem-solving approach

Excellent time management and organizational skills

Tools

Salesforce

Job description

A growing technology company is seeking a customer-focused support role based in Epsom, offering hybrid working. The successful candidate will provide expert assistance to partners and customers, focusing on first-call resolution and efficient ticket management. Ideal applicants will have experience in a support desk role, strong communication skills, and proficiency with Microsoft 365 products. The role supports organizational KPIs and requires a commitment to excellent service through clear communication and effective issue resolution.