Hybrid working pattern, 2 home working, 3 office

Monday to Friday 8am – 5pm, 8.30 – 5.30 and 9am – 6pm on a rota

As part of our fast paced and dynamic Helpdesk team, the role of Helpdesk Technician aims to resolve printing, network and services issues remotely. Additionally, you will be involved in the triage of Laptop & PC break fix hardware support, delivering an efficient and effective customer service to our clients, focused on exceeding expectation

Key Responsibilities

• Using remote access software to assist our clients in resolving printing related queries (print, scan, fax, colour queries and network related issues), in addition to providing remote break fix triage of laptop & desktop PC support in line with Apogee’s Managed IT Services offering.
• Problem diagnosis & fault resolution.
• Timely communication with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Investigate connection issues and concerns on ARMA (Apogee Remote Management Application) for both Printing, and PC issues directly with our clients.
• Ensure client satisfaction
• Escalate service requests that cannot be scheduled within agreed service levels.