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IT HelpDesk

Venatu Recruitment Group are currently working in partnership with our client in recruiting for a Service Help Desk 1st Line. The purpose of this role is to support well over 100 customers and that number is growing day by day. This is a very busy and demanding role that requires the right person to be proactive and well organised.

  • Location: Doncaster
  • Salary: £17,000 - £19,000pa
  • Contract Type: Permanent
  • Closing: 22 December 2018
  • Ref: 900359


  • Handling all incoming calls and emails from existing clients, logging each of them using the company’s ticketing system
  • Using a triaging system to prioritise and direct wherever possible
  • Resolving all queries, passing them on to someone who can, or escalating them as necessary to ensure the query is satisfactorily closed to the enquirer’s satisfaction
  • Assessing issues or queries flagged by a range of customers
  • Working with set SLA timeframes and managing a customer’s issue through to completion where required
  • Understanding incident reporting of queries or issues a customer has raised either via email or telephone
  • Escalating and clearly communicating issues to the 2nd line team as necessary to ensure a resolution is met
  • Working under pressure and prioritising accordingly
  • Using MS applications


  • Previous experience in customer service is essential
  • Excellent verbal and written communication skills
  • A calm, positive, helpful, courteous, and customer focused manner
  • Confidence in how you handle calls and respond to emails
  • A quick thinking and agile mind
  • Keen to be a team player and part of the wider team
  • Following relevant product training: confidence in understanding basic technical and product procedures and an ability to clearly communicate actions to resolve basic customer issues and queries
  • Willing to develop skills for technical operational and monitoring support
  • Ambitious for future learning and development in a dynamic and growing IT and technology environment


  • 9.00am – 5.00pm.
  • The successful Service Help Desk Support will be required to work unsocial hours / rotational shifts on occasion to cater for peak demand and increasing international time zone cover.

At Venatu Recruitment Group, your right to privacy is important to us. By applying for this job, your information will be entered into our recruitment system. This will enable you to register for job alerts, apply for jobs and for us to help you find your next role. To read our full privacy policy please follow the link: http://www.venatu.co.uk/privacy/

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