Helpdesk Tecnician

Helpdesk Technician

Remote with occasional travel to London Office

£25,000 Per year (negotiable DOE)

Bluebird Care provides premium home care to customers via our network of 220 franchise partners and is proud to be the largest provider of home care across the UK and Ireland.

Bluebird Care is going through a significant period of development to match our ambitions and we are looking for a Helpdesk Technician to support our network of Franchise offices to deliver the premium quality service to our customers that we offer.

To our customers we are known for our high quality and extensive range of home care services. To our colleagues we are known for our excellence in training and support. And, to our Franchise Partners, we are known for the way we work in the spirit of trust and partnership to support them in their aims to be the No1 provider of home care in their local communities.

Role & Responsibilities

• Log, amend, process and organise technical support calls, emails and tickets.
• Work on technical support tickets to find and solve issues to satisfactory resolution.
• Provide high quality IT and technical support via phone, email, online chat, remote control web meetings and other methods as needed.
• Own, manage and complete 1st line tickets and potentially some 2nd Line desktop and network orientated tickets and incidents as you grow.
• Deliver high quality customer service in line with support and service standards.
• Work on service tickets in line with our SLA’s, KPI's and response times.
• Act as a technical lead for select tickets.
• Prioritise tickets effectively to respond to franchise offices and manage workloads appropriately.
• Liaise with colleagues in a timely manner to ensure they are kept informed.
• Receive and manage equipment deliveries. Prepare, arrange and setup new desktops, laptops and other devices.
• Deliver and install new hardware, software, and other solutions according to our standards.
• Ensure adherence to policies, standards and change management processes.
• Identify opportunities for improvement, both technically and in processes.
• Work in accordance with company values, policies, procedures and standards and ensure our high quality standards are maintained.
• Assist in the completion of regular technical and operational tasks allocated by line manager and Service Desk requests.
• Support the team to grow, develop, deploy and improve processes and documentation

Essential Skills & Experience

• Strong technical skills in Windows and macOS operating systems
• First-line network troubleshooting ability and experience
• First-line hardware and software troubleshooting ability
• First-line installing of software and hardware
• Proficiency in Microsoft 365 user functionality tasks - adding and removing users, assigning licenses, adding to groups, etc
• Ability to respond to technical support queries via phone, email and Teams chat
• Ability to triage and prioritize request/ticket priority
• Ability to create and maintain accurate site and partner documentation
• Ability to work independently and as part of a team
• Flexibility to work occasional evenings or weekends as cover

Personal Qualities

• Motivated to provide excellent customer service
• Able to prioritise and remain calm under pressure
• Comfortable working at pace to deliver for a range of stakeholders
• A self-starter - able to make good decisions autonomously
• Professional and courteous at all times
• Excellent written and verbal communication skills
• The ability to communicate clearly in effective, non-technical language

Bluebird Care is an Equal Opportunities employer.