Helpdesk Technician

Job Title: Helpdesk Technician
Division: MSEC
Location: Head Office; Hertford
Reports to: Head of Service Operations

Job Purpose

To assist clients with technical issues on hardware printing products, IT, networking and software, providing support to avoid field service and technical visits, and increase service productivity. Being part of the Helpdesk Team, the job holder is the first line remote fix of service calls logged by clients, and to remotely monitor clients’ devices.


  • Client service delivery and technical support
  • Meet customer service levels in line with customer expectations, agreements (SLA’s)
  • Technical support to clients targeting call avoidance, spare parts prediction resulting in increased service productivity
  • Increased service efficiency through proactive monitoring, reporting and support
  • Performance reporting, measurement and achievement of targets
  • Development of new process, ideas and innovations

Key Responsibilities

  • Deliver exceptional service and support to internal and external clients through the Helpdesk Team
  • Responsible for the remote monitoring of clients’ devices within specified accounts
  • Resolution of customer queries through exceptional technical support
  • 1st Line remote diagnosis and fix of Service Calls logged by clients which can include remotely connecting into the customer networks to resolve scanning/printing and driver issues
  • Up keep of customer software to ensure constant reporting
  • Installing and upgrading of MPS Software with customers
  • Manage and measure technical calls, perform client support with the specific aim of call avoidance, spare parts prediction and increased productivity
  • Placing orders for toners and consumables
  • Providing software support to customers and Field Engineers – Papercut and Equitrac
  • Driver installation and configuration
  • Compilation of monthly reports
  • Ensure client satisfaction at times
  • Escalating any potential issues to the Helpdesk Manager

Knowledge, Skills and Experience Required

  • Customer Service experience required
  • Previous Helpdesk experience advantageous
  • Photocopier engineering experience an advantage but not a requirement
  • Working knowledge of networking and software installations
  • A good level of IT knowledge
  • Knowledge and experience of solutions such as Papercut and Equitrac
  • Strong operational and process experience
  • Ability to communicate with all levels with the customer and organisation, both face to face and over the phone
  • Strong capability and experience of Service Delivery
  • High level of interpersonal skills

Competency Levels

Core Competencies

  • Exceptional customer focus and service
  • Decision Making
  • Managing Change
  • Effective Communication
  • Teamwork & Collaboration
  • Getting Results
  • Continuous Improvement & Flexibility

Functional Competencies

  • Willingness to Take Responsibility
  • Relationship Building
  • Engagement & Organisational Commitment
  • Ability to Work Under Pressure
  • Analytical Thinking

Communication and Working Relationships


  • Communicating with Call Control on a daily basis
  • Liaising with Service Control, billing, and stock departments on a daily basis


  • Customers, to provide and deliver effective service, support levels
  • Proactive, effective technical resolutions with client through effective communications
  • Customers, to offer technical support and assist in problem resolution

To apply for this position, Contact Us and submit your CV!