Technical Support Advisor 1st Line IT

Job Title - Technical Support Advisor 1st Line IT

Reports to - Service Desk Team Leader

Salary - £25,000

Location - Shoreham by Sea & Carlisle

Established in 2003, Focus Group is proud to be one of the UK's fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain's private company ‘unicorns' after securing a new $1bn valuation. Our recent investment from PE backers, Hg, will support Focus Group's organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

We are now recruiting for a Technical Support Adviser 1st Line IT

As part of this team, you'll provide a first-class customer service to Focus Group customers through handling of first line service queries, as part of our Managed Services team.

Principal Responsibilities/Duties

• Responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
• To diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
• Report issues to suppliers; chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
• Cases are managed in line with agreed SLAs and are functionally escalated to the next 2nd line, with sufficient SLA remaining. 
• To adhere and contribute to the company's quality system and processes, and their maintenance.
• Actively contribute to and promote the use of best practice and continual service improvement within the team.

• Some experience in customer service or technical support roles.
• Customer service focused with an excellent telephone manner. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
• An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written.
• A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
• Data gathering and analytical skills - gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.
• Accurate numeracy, written and data entry skills.
• Detail oriented and proficient in in maintaining clear and accurate task and customer data.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.