Helpdesk Agent

The Company

Krome Technologies is a dynamic, people first technology consultancy delivering a wide portfolio of IT services and solutions across all industry sectors. Our core focus is assisting our clients with achieving their business goals through relevant and forward-thinking technology solutions.

With passion, a high level of integrity along with proven success, we work with our clients as a trusted business partner, advising on how, with appropriate technology advancements, we can help achieve their current and projected business demands.

Our talented people drive us forward, and we believe in encouraging a strong culture of Community, Confidence and Integrity.

The Role

A Helpdesk Agent is required to work within the 24-7 support team to assist monitoring the incident management system, triaging incidents, and assigning complex incidents to senior technicians.

A large part of the role will involve providing updates to clients on the progress of the incident they have raised and for this, clear and concise communication is critical.

Whilst not a technical role, there will be interaction with technical staff so the ability to learn the technical jargon and understand its relevance to the task in hand is also key to the role.

A resilient individual that can work well in a sometimes fast paced environment and with a methodical approach would make an ideal candidate.

Requirements:

• Previous experience in a customer service or administration focused role is highly desirable
• Excellent verbal and written communication skills
• Good organizational and time management skills
• Calm and confident under pressure
• The ability to take responsibility and ownership of tasks
• A good grasp of the MS Office suite (Outlook, Word and Excel) will be required
• A good or basic understanding of Ivanti and ticket management would be ideal but not essential
• The ability to build rapport with internal colleagues
• Maintaining and updating accurate documentation of administrative tasks
• Accurately using all internal systems
• The successful candidate will display a fantastic work ethic - be a punctual and thorough worker, with astute attention to detail and a passion for delivery a high standard of service to our clients
• This role is based at our HQ in Chertsey so living locally is ideal but not essential

The 24-7 rota works on a 32 day cycle made up of 16 work days and 16 rest days.

The 16 work days consist of 8 days of day shift (08:00 - 20:00) and 8 days of night shift (20:00 - 08:00).

The shift pattern is planned as 4 days of work followed by 4 days of rest and consists of 2 block of day shift and then 2 blocks of night shift, after this the cycle repeats.

The Package:

• c£24,000 (£21k Basic + £3k Shift Allowance)

Benefits:

• 4% Employer Pension Contribution
• Flexible Annual Leave Package (25 days, plus Bank Holidays, increasing with Length of Service)
• Employee Assistance Programme
• Private Medical Insurance (applicable after 5 years’ service)
• Learning and Development Programme, aimed to support Career Progression
• Monthly Employee Recognition Awards (Extra Days Holiday or Amazon Voucher Rewards)
• Long Service Recognition Awards for 5, 10, 15 years+
• Complimentary Breakfast Available (8am – 9am Mon to Fri)
• Complimentary Tea/Coffee and Fresh Fruit Available All-day
• Fully Stocked Beer/Wine Fridge for Friday After Work Drinks
• Discounted Corporate Gym Membership
• Cycle to Work Scheme
• Shower Facilities
• Free Private Car Park
• Staff Break Out Room with Pool Table
• Modern, Open Plan, Office Environment
• Quarterly Company-Funded Social Events
• Company-Funded (Voluntary) Participation in our Charity Events

Inclusion & Diversity

Krome Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment free from discrimination, where all employees are treated with dignity and respect. All aspects of employment at Krome including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression or veteran status.

Krome Technologies is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Krome Technologies protects personal information online, please see the Krome Technologies Privacy Policy https://www.krome.co.uk/privacy/