About

About Us:

Join the UK's leading Telecoms and IT provider! If you're ready for a career move and want to be part of The Home of Digital Transformation, read on and apply today. Lily stands out as a multi-award-winning provider of Communications and IT solutions for businesses, offering innovative solutions to empower small and medium enterprises in the UK. We are committed to future-proofing businesses, driving success, and enhancing efficiency while lowering costs and increasing revenue.

At Lily, we embody our core values of Passion, Performance, and Integrity. If you're seeking a dynamic and performance-driven environment that places equal importance on recognition, reward schemes, and Customer Satisfaction, Lily is an opportunity you won't want to miss. We're a company on the rise – are you ready to join us on our journey?

About the Department/Team:

Our Technical Support Team is dedicated to providing top-tier support to clients, addressing a wide array of system faults, changes and installations. Emphasizing a "Right First Time" approach, the team strives to meet client expectations and team SLAs. Reporting directly to the Service Team Leader, you'll be part of a 15-member service desk known for its strong team spirit and friendly environment.

Responsibilities:

• Provide technical support through phone, email, or remote desktop assistance.
• Handle technical support queries professionally and efficiently.
• Take ownership of fault tickets, demonstrating a proactive approach to customer issues.
• Meet all SLAs and keep customers updated on incidents under your ownership.
• Maintain a high level of customer service for all support queries, adhering to service management principles and processes.
• Log support requests on the ticketing platform, maintaining comprehensive documentation using relevant fault templates.
• Support customers in using Lily Solutions by offering necessary training and advice.
• Collaborate with 2nd/3rd line engineers on complex service tickets.
• Identify opportunities for customer efficiency and cost savings, promoting new products/services.
• Progress tickets to achieve timely resolution, guiding other lines of support when needed.

About You:

We're seeking a dedicated team player and problem solver with a passion for continuous growth. If you have a keen eye for detail, a commitment to excellence, and a desire to expand your knowledge and skills, you're the individual we're looking for.

Qualifications and Technical Skills:

• Knowledge of Hosted and On-premise telephony systems (Horizon, LG Cloud, Teams).
• Familiarity with Standard Broadband and Ethernet services (ADSL,FTTC,FTTP, SoGea).
• Understanding of Networking.

All applications will be considered, and while we appreciate the interest of all applicants, only those deemed most suitable will be contacted.

Job Type: Full-time

Pay: £25,000.00-£27,000.00 per year

Additional pay:

• Commission pay

Benefits:

• Additional leave
• Company events
• Cycle to work scheme
• Free parking
• Gym membership
• Health & wellbeing programme
• Shuttle service provided
• Sick pay

Schedule:

• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• Leeds, LS11 8PR: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Customer service: 3 years (preferred)
• Technical support: 3 years (preferred)

Location:

• Leeds, LS11 8PR (preferred)

Work Location: In person

Reference ID: Technical Executive - Service Desk Support