About the company:
Evolve is an established Managed Service Provider in Kingston-upon-Thames with a customer base all over the UK and abroad. They value customer service as highly as technical competence and strive to maintain high standards at all times. Their aim is to create a better place to work for their customers and themselves! They remove the hassle of IT and bring peace of mind to their customers. They are also committed to nurturing the well-being and technical talents of our employees.
They also work with SMEs across a variety of sectors, including Renewable Energy, Property, Professional Services, Finance and Charity. They are a business with real direction and a strategic business plan to develop both their technical capabilities and their presence in the IT industry.
About the role:
You will be part of a helpdesk team that:
- Works together and is supportive of each other
- Has time to focus on each individual customer's request
- Always tries to resolve the customer's issue permanently
- Works efficiently by following and improving our processes
- Has time to dedicate to training and learning about the technology we support
- Hybrid: 2 days in the office and three days at home.
Main Responsibilities:
- First response on the helpdesk, solving technical queries over the phone and by email.
- Create and manage tickets, identifying and escalating tickets that cannot be resolved by 1st line.
- Clearly document and record time for all conversations, research and solutions provided on each ticket.
- Meet SLAs including call answering, first response times and resolution rates.
- Monitor the backend of our customers’ systems using our various tools.
- Update technical and process documentation with changes as you become aware of them.
- Log time and submit weekly timesheets for approval.
- Share ideas and best practices with colleagues and customers.
Entry Requirements:
- You’ll need to attend an online interview with our Talent Team and pass initial assessments in maths and English once you have completed your registration.
- You will need to be within a commutable distance to the office location listed.
Skills:
- Active listening.
- Basic IT familiarity.
- Experience with PCs and Macs.
- Experience using cloud-based systems – such as Offi.ce 365, Teams, OneDrive and SharePoint
- Excellent customer service and communication skills.
- Interest in and aptitude for technology.
- High attention to detail and accuracy.
- Good typology, grammar and spelling.
- Ability to work well in a team and on own initiative.
- High levels of organisation and time management skill.
Additional Benefits include:
- Access to LDN's Apprentice Community
- LDN Personal Development Opportunities
- LDN Social Events
- LDN Apprentice of the Month Prizes
- Excellent Career Progression
- Access to Student Discount
Job Types: Full-time, Apprenticeship
Pay: From £21,000.00 per year
Benefits:
Schedule:
Education:
- GCSE or equivalent (preferred)
Work Location: In person
Reference ID: EVO002
Expected start date: 29/08/2025
