310 Ticketing Systems jobs in the United Kingdom

As a member of the LMUK Service Desk team you will work to resolve support calls at the first point of contact. You will utilise a wealth of Knowledge Base articles and work closely with your team to resolve support tickets you would otherwise escalate. This approach increases your exposure to different technologies and increases your ability to progress your technical knowledge.
As a Support Analyst at LM you will work within our Best Practices to provide the LM Experience, this includes resolving support calls within Service Level Agreements whilst receiving consistently good feedback through Quality Control and our Customer Satisfaction Survey.

• To provide Service Desk support to clients via telephone and chat
• Logging and updating support tickets within the Company's Incident Management Application
• Resolving support calls in a quick and efficient manner whilst meeting SLA's
• To escalate calls where necessary to the Desktop Team and/or Infrastructure Team
• To complete company provided training to ensure you have what you need to fulfil your role
• To keep up to date with the latest technologies utilised by the Company
• To demonstrate a genuine desire to continually improve your technical knowledge and ability

At LM we operate a 4 day working week this means we work 9.5 hours a day, on the Service Desk these hours are completed in shifts between the hours of:
A shift (Monday - Thursday 12pm - 10pm or 1pm - 11pm)
B Shift (Tuesday - Friday 12pm - 10pm or 1pm - 11pm)
C Shift (Monday - Friday 12pm - 10pm or 1pm - 11pm) (A mid week day will be discussed that is convenient for both parties)

This contract is to cover a secondment from the SD so is only a 12 month plus contract at this time.

Required skills, qualifications and experience:

• Exceptional verbal communication skills
• Excellent people skills and the ability to build relationships with customers
• Strong problem solving abilities and the desire to create positive customer experiences
• MS Office Products
• Windows 10
• iPhones

As a member of the LMUK Service Desk team you will work to resolve support calls at the first point of contact. You will utilise a wealth of Knowledge Base articles and work closely with your team to resolve support tickets you would otherwise escalate. This approach increases your exposure to different technologies and increases your ability to progress your technical knowledge.
As a Support Anal.

WHJS1_UKTJ

• To troubleshoot and resolve complex issues and escalations - 2nd level support 
• To liaising online  and via the web portal, assess (triage) and investigate issues to assist with issue resolution.
• Acting as a first point of contact for customer calls
• Use the internal system to log and update calls
• To support with software related issues
• Providing regular updates when required to relevant parties- both internally and to customers
• Acting as an escalation point to resolve and troubleshoot complex issues
• Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.
• Participate in both functional and technical training
• Documenting all aspects of the work using the internal system
• Collaborate with 3rd party supplier
• To participate with client monthly meetings and reviews 
• To provide support to customers from start to completion
• Be able to take ownership of a task to see it through to completion and to exceed expectations whenever possible.
• Support with the roll out of new software/hardware releases

• 2 years + in technical helpdesk support role. 
• To be self-motivated and a contributing member of the team
• Be able to manage/prioritize their own workload so tasks can be completed to a customer’s satisfaction and meet Service Level Agreements where necessary.
• Good time management.
• Ability to work under pressure.
• NVQ1/GCSEs and above (or equivalent) in key competencies
• Excellent Customer Service Skills
• Technical skills in SQL and database management. (preferred)
• Good understanding of Payment systems & Processes (preferred)
• Working knowledge of Windows operating systems from Windows 7 onwards
• Basic networking knowledge
• A good understanding of IT based systems
• Problem analysis/problem solving
• Must be able to communicate effectively with all levels of users.
• Great problem-solving skills and a desire to achieve
• High level of knowledge and understanding of Windows Operating Systems

Hybrid: Mon-Wed onsite in High Wycombe

The Client:

Our client is Europe’s leading provider of Service Management Software Solutions, with offices in across Europe.
 

Position Overview:
They are seeking a dedicated and proactive Technical Support Engineer to join their team, focusing on supporting their product. In this role, you will provide high-quality technical assistance to their customers, ensuring the effective use and smooth operation of the product. You will troubleshoot issues, guide customers through product features, and collaborate closely with senior support staff to resolve complex technical challenges. There will also be opportunities to become familiar with and to provide support for their other product. A customer focused and data oriented mindset are critical attributes that the successful candidate will display.

Key Responsibilities:

• Provide first-line and second-line technical support to the product users via phone and ticketing system ensuring timely resolution and minimal customer downtime.
li>Escalate complex issues to senior technical teams as necessary, following internal procedures.

Product Expertise & Issue Resolution:

• Maintain an in-depth understanding of the products and functionalities to assist with customer queries.
• Reproduce and investigate customer-reported issues to identify root causes and provide effective solutions.
• Perform data analysis and manipulation tasks using both CLI tools and SSMS.
• Customer Success & Communication:
• Assist in training and guiding customers through best practices to get the most value from the products
• Build and maintain strong customer relationships, ensuring a high level of customer satisfaction.

Required Skills & Qualifications:

• Minimum of 2 years of experience in a technical support or IT support role, ideally supporting software products.
• Experience with field service management software is a plus.
• Familiarity with the U2 Universe database or similar multi-value databases is a strong advantage – though training will be provided.
< i>Strong troubleshooting skills, with the ability to analyse and solve technical problems quickly.
• Experience with operating systems, IIS, networking, and database management (e.g., SQL, U2 UniVerse, Windows/Linux environment).
• Familiarity with ticketing systems (e.g., Jira, Zendesk) and remote support tools.

Preferred Skills & Qualifications:

• Certifications in IT support or related areas (e.g., CompTIA A+, ITIL) would be an asset.
• Knowledge of scripting languages or automation tools is a plus.
• Experience with CBS (or other similar service management platforms) is highly desirable.
• Familiarity with U2 Rocket database or other multi-value database technologies is highly desirable.

Educational Background:

• A degree in Computer Science, Information Technology, or a related field is preferred but not mandatory.

Benefits:

• A holiday allowance of 30 days', plus bank holidays per annum
• Pension - 5% company contribution, 3 % personal contribution
• Employee Assistance Program (EAP)
• Employee referral scheme
• Electric car scheme
• Cycle to work scheme
• Enhanced Maternity/Paternity Pay

Our client is an equal-opportunity employer and values diversity in its workforce. We encourage applicants from all backgrounds to apply.

Location: Remote

Salary: Up to 26K

Nobul is collaborating with an innovative SaaS company to grow their customer support team.

About our client:

We are an award-winning company founded in 2006. For more than a decade, our mission has been to provide the waste management and recycling industry with the most comprehensive and powerful business management software solution delivering unrivalled performance, productivity, efficiency and cost-effectiveness.

We are looking to hire a Customer Support Specialist to play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS product. We want to speak to customer-focused individuals with strong attention to detail and the ability to go beyond clients' initial requests to understand their underlying needs.

You will;

• Update employers' CRM system with client's feedback, specific needs and requirements;
• Develop new tools to improve business processes;
• Implement and manage on-screen help ideas via our online helpdesk;
• Communicate client information and requirements back to the team; helping to Contribute ideas for future enhancements and new software features in team meetings
• Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released
• Multi-task and track dozens of open tickets at various stages of completion;
• Work with multiple teams to find, analyse, and resolve client issues
• Communicate the root cause to clients in non-technical terms
• Proactively identify clients experiencing repeated problems or requests that are not fixed to the client's satisfaction. Escalate issues as needed;
• Provide recommendations to the Product team about how to improve client experience;
• Work closely with the Customer Success Managers to maintain a continuous knowledge of accounts

Qualifications and experience:

• Computer Science or IT related degree
• Coding or development experience desirable (whether this be during studies or personal projects)
• Customer service related experience is desired
• Confident and personable- Someone who likes to build relationships
• Knowledge of the Waste Management Industry
• Quick learner
• Good written and communication skills

We are delighted to be recruiting for a Technical Support advisor for a fantastic Client Based in South Shore Blackpool. This company is well connected by public transport links and is easily accessible for people commuting from Lytham, St'Annes, Blackpool, Layton, Bispham, Clevleeys and Kirkham. This is a role for someone with experience in the IT industry or someone with a keen interest moving into it.

Technical Support advisor Salary: 27,500

Technical Support advisor Hours: 7:30am-5:30am (40 hours in between)

Technical Support advisor company benefits:

-20 Days holiday + Bank holidays (rising to 25 over 5 years)

-Company parking.

-Flexible working hours.

-Pension contribution.

Technical Support advisor roles and responsibilities:

-To provide technical support through calls and email to end users and engineers/electricians.

-Dealing with all customer requests in a professional & helpful manor.

-Maintain and increase product knowledge and have a keen eye and interest in our products.

-Logging technical issues.

-Ensure the customer is aware of how to obtain a replacement and our policies and procedures should this be required.

-Assist with product testing on possible faulty returns.

-Quotations to be sent via email to ensure a personal approach.

-Answer product related questions utilising information from data sheets and Fresh Desk

Technical Support Advisor key competencies:

-Experience in an IT support role.

-Great customer service scores.

-Attention to detail.

-Ability to prioritise a large workload.

If this role is permanent, gap personnel is operating as the employment agency. If this job is a temporary role, gap personnel is operating as the employment business. Gap personnel is committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy

• To troubleshoot and resolve complex issues and escalations - 2nd level support 
• To liaising online  and via the web portal, assess (triage) and investigate issues to assist with issue resolution.
• Acting as a first point of contact for customer calls
• Use the internal system to log and update calls
• To support with software related issues
• Providing regular updates when required to relevant parties- both internally and to customers
• Acting as an escalation point to resolve and troubleshoot complex issues
• Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.
• Participate in both functional and technical training
• Documenting all aspects of the work using the internal system
• Collaborate with 3rd party supplier
• To participate with client monthly meetings and reviews 
• To provide support to customers from start to completion
• Be able to take ownership of a task to see it through to completion and to exceed expectations whenever possible.
• Support with the roll out of new software/hardware releases

• 2 years + in technical helpdesk support role. 
• To be self-motivated and a contributing member of the team
• Be able to manage/prioritize their own workload so tasks can be completed to a customer’s satisfaction and meet Service Level Agreements where necessary.
• Good time management.
• Ability to work under pressure.
• NVQ1/GCSEs and above (or equivalent) in key competencies
• Excellent Customer Service Skills
• Technical skills in SQL and database management. (preferred)
• Good understanding of Payment systems & Processes (preferred)
• Working knowledge of Windows operating systems from Windows 7 onwards
• Basic networking knowledge
• A good understanding of IT based systems
• Problem analysis/problem solving
• Must be able to communicate effectively with all levels of users.
• Great problem-solving skills and a desire to achieve
• High level of knowledge and understanding of Windows Operating Systems

Location: Remote

Salary: Up to 26K

Nobul is collaborating with an innovative SaaS company to grow their customer support team.

About our client:

We are an award-winning company founded in 2006. For more than a decade, our mission has been to provide the waste management and recycling industry with the most comprehensive and powerful business management software solution delivering unrivalled performance, productivity, efficiency and cost-effectiveness.

We are looking to hire a Customer Support Specialist to play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS product. We want to speak to customer-focused individuals with strong attention to detail and the ability to go beyond clients' initial requests to understand their underlying needs.

You will;

• Update employers' CRM system with client's feedback, specific needs and requirements;
• Develop new tools to improve business processes;
• Implement and manage on-screen help ideas via our online helpdesk;
• Communicate client information and requirements back to the team; helping to Contribute ideas for future enhancements and new software features in team meetings
• Ensure quality of service by developing a thorough and detailed knowledge of the product and maintaining this as new features are released
• Multi-task and track dozens of open tickets at various stages of completion;
• Work with multiple teams to find, analyse, and resolve client issues
• Communicate the root cause to clients in non-technical terms
• Proactively identify clients experiencing repeated problems or requests that are not fixed to the client's satisfaction. Escalate issues as needed;
• Provide recommendations to the Product team about how to improve client experience;
• Work closely with the Customer Success Managers to maintain a continuous knowledge of accounts

Qualifications and experience:

• Computer Science or IT related degree
• Coding or development experience desirable (whether this be during studies or personal projects)
• Customer service related experience is desired
• Confident and personable- Someone who likes to build relationships
• Knowledge of the Waste Management Industry
• Quick learner
• Good written and communication skills

Hybrid: Mon-Wed onsite in High Wycombe

The Client:

Our client is Europe’s leading provider of Service Management Software Solutions, with offices in across Europe.
 

Position Overview:
They are seeking a dedicated and proactive Technical Support Engineer to join their team, focusing on supporting their product. In this role, you will provide high-quality technical assistance to their customers, ensuring the effective use and smooth operation of the product. You will troubleshoot issues, guide customers through product features, and collaborate closely with senior support staff to resolve complex technical challenges. There will also be opportunities to become familiar with and to provide support for their other product. A customer focused and data oriented mindset are critical attributes that the successful candidate will display.

Key Responsibilities:

• Provide first-line and second-line technical support to the product users via phone and ticketing system ensuring timely resolution and minimal customer downtime.
li>Escalate complex issues to senior technical teams as necessary, following internal procedures.

Product Expertise & Issue Resolution:

• Maintain an in-depth understanding of the products and functionalities to assist with customer queries.
• Reproduce and investigate customer-reported issues to identify root causes and provide effective solutions.
• Perform data analysis and manipulation tasks using both CLI tools and SSMS.
• Customer Success & Communication:
• Assist in training and guiding customers through best practices to get the most value from the products
• Build and maintain strong customer relationships, ensuring a high level of customer satisfaction.

Required Skills & Qualifications:

• Minimum of 2 years of experience in a technical support or IT support role, ideally supporting software products.
• Experience with field service management software is a plus.
• Familiarity with the U2 Universe database or similar multi-value databases is a strong advantage – though training will be provided.
< i>Strong troubleshooting skills, with the ability to analyse and solve technical problems quickly.
• Experience with operating systems, IIS, networking, and database management (e.g., SQL, U2 UniVerse, Windows/Linux environment).
• Familiarity with ticketing systems (e.g., Jira, Zendesk) and remote support tools.

Preferred Skills & Qualifications:

• Certifications in IT support or related areas (e.g., CompTIA A+, ITIL) would be an asset.
• Knowledge of scripting languages or automation tools is a plus.
• Experience with CBS (or other similar service management platforms) is highly desirable.
• Familiarity with U2 Rocket database or other multi-value database technologies is highly desirable.

Educational Background:

• A degree in Computer Science, Information Technology, or a related field is preferred but not mandatory.

Benefits:

• A holiday allowance of 30 days', plus bank holidays per annum
• Pension - 5% company contribution, 3 % personal contribution
• Employee Assistance Program (EAP)
• Employee referral scheme
• Electric car scheme
• Cycle to work scheme
• Enhanced Maternity/Paternity Pay

Our client is an equal-opportunity employer and values diversity in its workforce. We encourage applicants from all backgrounds to apply.