Job Title: IT Helpdesk Technician Location: Pencoed, Bridgend Salary: GBP28,000 to GBP30,000 per annum Job Type: Full time, Permanent Working Hours: 5 days per week, 8 hours per day during our open hours of Monday to Sunday; 08:00 to 18:00 About Flotek: Flotek Group are a fast:growing Tech Company based throughout the UK providing IT and Comms technology to small and medium businesses. We have regional sales and support locations across the UK. Our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart. About the Role: We are looking for an enthusiastic customer service:focused individual with previous experience of working within an IT and Telecoms Helpdesk role. You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and close that ticket. If you are unable to assist, you will be responsible taking all relevant information from the client and passing it through to the engineering team. Job Responsibilities: * Answering the phone to inbound calls from customers who require technical help * Ensuring customer faults and incidents are responded to and resolved within SLAs * Demonstrate ownership, accountability, and strive for First Call Resolution * Troubleshoot and resolve software and hardware issues remotely over the phone and by email. If you are unable to resolve at first point of contact, you will be expected to triage the query and pass it onto the engineering team * Investigating and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues * Communicate clearly and effectively with end:users, colleagues, and management to quickly resolve issues and ensure customer satisfaction * Ensuring all open cases are updated with relevant information and customers are regularly updated * Responsible for consistently giving a first:class service * Provide additions and updates to existing process documentation, ensuring we keep solutions up to date. About you: Job Experience Required: * Have at least 2 years experience an ICT and/or Telecoms Helpdesk/Service Desk * Solid experience in customer service (excellent verbal and written communication skills required) * Loves working as part of a team * Comfortable using CRMs and documentation solutions Benefits: * Staff Share Equity Scheme * New customer referral incentive * Onsite Parking * 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays) * Perkbox * EAP Please Note: Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK. Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with the experience or relevant job titles of; IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, Telecoms Support Engineer may also be considered for this role.