Helpdesk Technician

As a Helpdesk Technician at SOS, your main responsibilities include providing application support to clients, managing technical support requests through various channels, conducting remote troubleshooting sessions, and ensuring customer satisfaction. You'll need to develop a solid understanding of SOS software and maintain communication with clients regarding their support requests.

To become a Helpdesk Technician at SOS, strong IT skills, particularly with MS Office products, are essential. Experience in a support environment, problem-solving capabilities, and good communication skills will be beneficial. Familiarity with programming and basic SQL knowledge, along with some exposure to Windows Server infrastructure, will give candidates an edge in this role.

Helpdesk Technicians at SOS experience a hybrid working pattern, where they split their time between our Bath office and working from home. The environment promotes collaboration through daily team huddles, while also encouraging independence as you manage client support requests. This balance fosters a supportive and dynamic workplace culture.

SOS is committed to supporting the career growth of Helpdesk Technicians by providing learning and development opportunities, including training sessions and assessments. Regular feedback and collaboration with experienced colleagues help foster skills that align with individual career aspirations within the company.

At SOS, Helpdesk Technicians enjoy a competitive salary along with an attractive benefits package. This includes an 8% pension contribution, private health insurance, life insurance cover, an Employee Assistance Program, PerkBox membership, and 25 days of holiday plus bank holidays. Employees also benefit from free light lunches and snacks, promoting well-being in the workplace.

When describing a time you resolved a technical issue, focus on the steps you took from identifying the problem to finding a solution. Highlight your communication with the client and the outcome that ensured they were satisfied. This shows your problem-solving skills and your commitment to excellent customer service.

To effectively prioritize support requests, emphasize your approach to assessing urgency and impact on the client’s operations. Mention how you would communicate with the client about expected timelines while managing your own workload, showcasing your organization and time management skills.

Discuss your methods for staying updated, such as participating in training sessions, reading release notes, or engaging with peers. Mention how being proactive in seeking knowledge ensures you can provide the best support possible as a Helpdesk Technician at SOS.

Share specific support tools or systems you have worked with, such as ticketing systems or communication platforms. Discuss how these tools helped streamline your workflow and improve client interactions, demonstrating your technical proficiency.

Explain your approach to handling frustrated clients by emphasizing empathy and active listening. Show how you would acknowledge their concerns, reassure them that you're there to help, and work with them to find a resolution, showcasing your communication skills and commitment to customer care.

Highlight the importance of teamwork in achieving common goals, especially in a hybrid support role. Explain how collaborating with colleagues can lead to quicker resolutions and a better understanding of client needs, thus maintaining high customer satisfaction.

Discuss your familiarity with remotely diagnosing technical issues using tools or software. Provide examples where you successfully guided clients through a solution while ensuring a smooth communication process, highlighting your technical skills and ability to deliver effective support.

Emphasize the importance of maintaining detailed records for effective support. Describe your process for documenting interactions including step-by-step solutions, follow-ups, and any escalations that may have occurred, reinforcing your attention to detail.

Discuss your understanding of key factors contributing to customer satisfaction, such as response time, effective problem resolution, and clear communication. Show your commitment to these metrics as a Helpdesk Technician and how you'll actively work toward exceeding them.

Your answer should reflect your genuine interest in the company and the role. Mention your admiration for SOS's commitment to advancing legal technology, your eagerness to provide exceptional client support, and how this position aligns with your career goals.