You are using the web browser we don't support. Please upgrade or use a different browser to improve your experience.
View job in - ENG|CYM

Technical Helpdesk Advisor (First Line Helpdesk)


Posted 19/04/2021

£22,000 - £23,000 Per Annum

Job Description

Technical Helpdesk Advisor (First Line Helpdesk)


Contract Type: Permanent


Salary / Benefits etc.:

£22 - £23k.


Job Elements: -

  • Working on a shift rota covering 7 days per week. Basic salary is £18,000 plus shift payments makes average earnings £22-23,000
  • Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix
  • Working with customers to log and diagnose faults reported by customers about their on-site equipment and to ensure full functionality according to manufacturer’s specifications is maintained
  • Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site
  • Keeping customers informed at all times on progress of calls logged
  • Act as first point of contact for all helpdesk customer you will report escalations to relevant helpdesk staff in accordance with each customers’ relevant escalation procedure
  • Update call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced
  • Be part of the helpdesk rota working evenings and weekends


The ideal candidate will have:

  • PC and peripheral equipment hardware and software diagnostic experience.
  • Previous experience of working on a first line IT Helpdesk
  • Strong interpersonal skills, the right attitude and effective communication style to build rapport with customers
  • Excellent diagnostic skills
  • High level of confidence to make decisions and use own judgement
  • High level of computer literacy and able to use Microsoft packages
  • GCSE Maths and English


Petrie Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.

Company Information

With over a total of over 75 years of recruitment experience in one office our knowledge of the South Wales recruitment market is unprecedented. Since 1992 Petrie Recruitment has striven to provide the highest levels of service through a culture of integrity and honesty. Operating from a central Cardiff office, the small but highly experienced team of recruitment professionals aim to provide the right people with the right jobs in the right time scales. Privately owned by Paul and Deborah Harris since 2004 when they successfully completed a management buy out from the founder Lillian Petrie upon her retirement. Since that date the owner-managers have worked hard to instil a culture of “sales through service”. Petrie Recruitment does not follow the industry norm of “sales, sales, sales” rather the belief that if you satisfy your existing customers then growth will come naturally. As a company we can service all industry sectors from highly regulated multi-nationals through to new start-ups. Geographically we believe it is important to know the area being serviced in order to truly understand candidates backgrounds and factors such as commuting times, for this reason we work exclusively in the South Wales area. In summary Petrie Recruitment is the small, but perfectly formed, partner of choice for recruitment within South Wales.

Key Facts
  • Employees:


  • Head Office:

    Oddfellows House, 19 Newport Road, Cardiff

  • Number of staff:


Similar jobs
Technical Helpdesk Advisor (First Line Helpdesk)
£22,000 - £23,000 Per Annum
View & Apply