First Line Support Consultant

HSO Success and Ambition

HSO are a leading Microsoft Dynamics Gold partner who were founded in 1987 specialising in sectors such as Retail, Rental, Manufacturing, Professional Services and Local Government. With a head count of over 280 employees in the UK, winning multiple awards such as 2020 Microsoft Partner of the Year, Best Tech company 2021 and Top 3 Large Companies to work for 2021 our reputation in the Dynamics Market is higher than ever.

Prioritising customer satisfaction, our expertise and pragmatic approach to each customer’s business needs enable us to provide a 100% reference-able solution, supported by award winning 24-hour support. Our recruitment moto has always been – ‘We don’t want good people to just join us, we want them to stay with us’. Ensuring our employees are challenged, supported and engaged in our wider family is key to our continued success – we have a designated Learning and Development Team who are continuously offering the best training on the market, combined with an Engagement Team who are creative in ways we can have social activities virtually. From online chess tournaments to coffee mornings, to Netflix and book clubs, virtual singing classes, online yoga – the list is endless!

Reason for vacancy

Due to the continued growth of the UK and European business, there is a need to increase the UK support team to ensure that our customers receive the best attention we can give them, and that HSO UK delivers against ambitious growth targets.

The Role

First line support consultant

Purpose Of The Role

You will be working in a team-based environment on the Service Desk, providing first line support to users in all our customers. Your main responsibilities will be providing first time responses and fixes where possible, routing to 3rd party supplier, triaging and escalating tickets when required.

A broad technical knowledge is required ideally with Retail/EPOS/POS solution experience, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management.

Job Function

• To ensure that the Team Lead is kept informed of progress and are told of major problems and/or issues in a timely manner
• Responsibility for being the first point of contact on the Service Desk.
• Updating the knowledge base.
• Innovation and Continual Service Improvements.
• Responsibility for updating company call logging systems

• To work within SLA and KPI targets to agreed priorities.
• Providing efficient first line support to customer
• Working mix of office and home working

Personal Qualities

You will be forward thinking, customer focussed and self-motivated with the drive to improve all support services and the user experience.

• Must aspire to a culture of service excellence, always putting the customer, our people, and our business at the centre of everything you do.
• Demonstrate strong organisational skills and be accountable for your daily workload
• Demonstrate a systematic, disciplined, and analytical approach

• Be customer focused and ardent in ensuring that colleagues receive a high quality of service

Location

This is a Hybrid role with travel to the HSO office in Manchester/Sale when required.

Hours

Working on a shift basis

Monday to Sunday 08:00 to 18:00 *Some variations may apply

If you work a weekend (Sat & Sun) you will either get the Thursday & Friday off before working that weekend or Monday & Tuesday after working the weekend.

EXPERIENCE AND SKILLS:

Essential

• Excellent troubleshooting and problem-solving skills.
• Experience in 1st line support.

• Experience with supporting customers over the phone
• Experience of ticket management.
• Be passionate about Customer Service
• Experience in Supporting Retail

Desirable

• ITIL experience.
• Experience in Support Retail IT /POS solutions

Parking and close to Public transport at Office locations

Holidays

Pension

Healthcare

Dental

Life Insurance

Tonic Wellbeing

HSO Perkz

Culture and many more