Helpdesk Technician

  • Job Reference: 756207
  • Date Posted: 21 June 2024
  • Recruiter: Stratospherec Ltd
  • Location: West Sussex
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent
  • Email:

Job Description

This is a full-in-office working role in Horsham, West Sussex.
***Please do not apply if you do not have settled status or a British passport ***
Stratospherec is proud to be recruiting for a fast-growing UK Fintech SaaS company that produces a market-leading Finance SaaS platform used by Finance companies across the UK and Europe.
We are looking for a Help Desk Engineer to work with our client's award-winning SaaS system.
As a 1st Line Support member, your responsibilities will include:
  • Answering the helpdesk phone line and helpdesk ticketing system:
  • Responding to general queries.
  • Investigating issues and resolving them where possible.
  • Escalating issues to 2nd or 3rd Line support where necessary.
  • Ensuring that all queries are responded to within SLA timeframes.
  • Logging bugs and communicating them to the development team for resolution.
  • Performing basic account management tasks such as registering/cancelling software licences, assisting with settings adjustments, and providing training.
  • Assisting with the onboarding of new clients.
  • Collaborating with third-party partners to resolve issues with API integrations.
Desired Skills, Qualifications, and Experience
  • Experience working in a helpdesk/customer service environment.
  • Excellent spoken and written English, including polite telephone etiquette.
  • Ability to manage multiple workloads and meet deadlines.
  • An A-Level (or equivalent/higher qualification) in a technology subject (e.g. ICT, Computing, Computer Science).
  • Understanding of software fundamentals.
  • Desire to learn new skills.
  • At least 2 years' experience working in a technology helpdesk environment.
  • A university qualification in a technology subject (e.g. ICT, Computing, Computer Science).
  • Experience in the Financial/Financial Technology industry.
  • Ability to read and write SQL queries for database-related tasks.