About Us
KRS Infotech is a UK-based IT services provider specializing in delivering high-quality IT solutions for clients in the defense and aviation sectors. We focus on innovation, customer satisfaction, and dependable services across areas like SAP, Software Development, and IT Service Management.
Job Overview
We are looking for a skilled and motivated Customer Service/Helpdesk Support professional to join our team. In this role, you’ll provide essential support to users, assisting them with IT service issues and ensuring an excellent customer experience. Candidates must be eligible for Security Clearance (SC) in line with National Security Vetting requirements, and we can assist with the clearance process if not already obtained.
Key Responsibilities
- Deliver frontline support by handling service desk calls and providing first-line resolutions for users.
- Manage customer interactions for a wide range of services (62 in total), ensuring efficient and responsive service.
- Use our service management tools to locate knowledge articles that support troubleshooting and problem-solving.
- Escalate more complex issues to technical teams, including both in-house and external vendors, as needed.
- Document resolutions and actions in the service management system for accurate records and reporting.
- Work with users via phone, PC-to-PC connections, or email to resolve IT issues promptly.
- Ensure response times meet the standards outlined in Service Level Agreements (SLAs).
- Assign incidents to the correct technical teams for swift handling.
- Meet monthly targets by addressing a minimum of 175 calls and 55 emails.
- Maintain a customer feedback score of over 95%.
Work Hours
- Core hours: 08:00-12:30 and 13:30-16:30, Monday through Friday.
Requirements
- Residency: Must have lived in the UK for a minimum of 5 years.
- Security Clearance: Must be eligible to obtain Security Clearance (SC) in accordance with national vetting standards. We will assist with the process if needed.
- Communication Skills: Strong written and verbal communication skills are essential.
- Experience: Previous experience in customer service or helpdesk support is required.
- Technical Skills: Ability to navigate service management tools and locate relevant articles for troubleshooting.
- Organizational Skills: Capable of managing multiple service requests efficiently.
Why Work with Us?
At KRS Infotech, we foster a supportive, growth-oriented environment where your contributions make a real impact. We value innovation, teamwork, and delivering exceptional service to our clients. If you’re passionate about IT support and meet the requirements, we’d love to hear from you!
Job Type: Fixed term contract
Contract length: 6 months
Pay: £24,000.00-£30,000.00 per year
Additional pay:
- Performance bonus
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 1 year (preferred)
- Help Desk Level1 Support: 1 year (preferred)
Work Location: In person