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Support Desk Engineer

The successful candidate will be joining Helastel’s growing Customer Support Team where they will provide software support and infrastructure services to a number of Helastel’s key customers. The Support Desk Engineer will be responsible for a group of Helastel’s different services and work proactively to improve the effectiveness and efficiency of our service delivery.

This is a pivotal customer-facing role and will suit someone who relishes the challenge of solving problems, resolving conflicting priorities, balancing the requirements of both internal and external stakeholders.

You will be responsible for: 

  • Monitoring and responding quickly to incoming support issues raised by clients. 
  • Triaging issues raised and allocating issues to the correct in-house development team to fix. 
  • Responsible for keeping the client up-to-date with progress of tickets raised.
  • Producing weekly and monthly reports on support contract usage and ensuring the client is kept up-to-date. 
  • Control the finances of allocated support services and accurately contribute to the function’s financial (P&L) reporting
  • Ensure that documentation is maintained and that knowledge is recorded and shared
  • Maintain knowledge of current client status, including working with the project delivery and account management teams 
  • Identify potential improvements to the support function and contribute to its Continual Service Improvement (CSI)

You’ll bring the following to our team: 

  • Technical level of understanding of software and practices
  • Relevant industry experience
  • Proven commercial experience and awareness
  • Demonstrable experience of managing SLAs and related analyses of performance
  • Experience of working with teams 

Salary range

  • £27,000 – 32,000
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