1st Line Service / Help Desk Agent

Location: Knowsley, Prescot, Liverpool (Hybrid Work)
Employment Type: Permanent
Salary: From £24,000- £25,000 per year
Working Hours: Full-time, 8-hour shifts weekdays and weekends (5 days out of 7, covering 08:00–20:00 with flexibility required for weekends and overtime)

Our client is a leading innovator in retail technology, delivering cutting-edge, cloud-based solutions across the UK, Australia, and the US. Their Insight-Driven and Frictionless Commerce applications support a wide variety of retailers and have earned them prestigious awards, including the IT Europa SaaS Awards and UK Cloud Awards.

They are seeking a passionate 1st Line Service Desk Agent to join their dynamic Service Desk team in Liverpool. In this role, you'll provide exceptional technical support to their retail partners, ensuring a seamless customer experience.

What You Will Do:

• Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.
• Strive to meet all SLA’s set with our customers and work under pressure and within strict timescales.
• Collaborate with cross-functional teams to drive continuous improvements.
• Doing investigative work with customer’s accounts to find the best solution for all parties.
• Have eagerness to learn new IT and customer service skills/techniques.
• Be keen enough to self-learn aspects of the company product and hardware.

What You will Need:

• Strong problem-solving skills and technical aptitude.
• Excellent customer service and communication abilities.
• Ability to thrive in a fast-paced, collaborative environment.
• Have confidence when being confronted with new systems (they use lots).
• Good general IT software and hardware skills to enable both hardware and software support.

Benefits:

• Competitive Salary
• Up to 30 days annual leave
• Flexible Working Hours
• Unlimited Udemy access to over 3,000 courses.
• Protected well-being time.
• Great supportive working environment
• Other optional benefits to choose from
• Additional leave
• Company events
• Company pension
• On-site parking

Important: This role involves a 6-week intensive training program followed by a further 4 to 6 weeks assisted working plan, which requires on site working in their Knowsley based office. Once completed to satisfactory level hybrid work is allowed with a requirement to work in the office at least one day per week.

This vacancy is being handled by Aspire Recruitment. Please be aware we receive a high volume of applications and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. Should you apply for this role, we will process your data as detailed in our Privacy Policy and by applying for this opportunity I agree that Aspire Recruitment will keep me informed about potential employment opportunities regularly and that I can choose to opt out of receiving information at any time.