It Incident Support Professional

  • 18 - 25k
  • Tonbridge, Kent
  • Recruitment Solutions

Do you have a passion for Computers?

This fun and forward-thinking business-2-business IT software solutions specialist are seeking an Incident Support Professional.

If you want to work for a dynamic, energetic Company and are located a near to Sevenoaks, Tonbridge or Tunbridge Wells then this is for you.

This role offers, opportunity to grow and progress, within a welcoming team.

The Role

The Incident Support Professional is responsible for monitoring for and reacting promptly to any requests for assistance.

This role will require strength in the following disciplines:

● Interpersonal relationships - The Incident Support Professional must first and foremost be Helpful, Attentive, Diligent and Communicative. They must build trusting relationships with both the customers and the team to achieve successful outcomes.

● Resourcefulness - The Incident Support Professional will need to take the initiative on each support request, reassuring the customer that the request is being handled appropriately, investigating and resolving incidents where possible or coordinating with experts when required.


· The role requires experience in the following areas:

· Customer Service Experience - Preferably in the IT industry

· Problem investigation and diagnosis

· Team collaboration

Responsibility and Tasks

· Ensuring the support communication channels (portal, email, phone) are monitored and any activity promptly acted on

· Providing initial human response to newly received incidents

· Identifying & Categorising new incidents

· Gathering the required initial information

· Investigating and resolving incidents, or Transferring ownership to an expert as appropriate (eg. 2nd line escalation, or sales opportunity)

· Monitoring and providing status updates for existing incidents

· Suggesting refinements and improvements to the Incident Process

Skills - Required

· Comfortable with the standard office software - Windows, Word, Excel, Browsers, Google apps

· Knowledge sponge - this role will expose you to a wide array of products, services, customers, installations and configurations. You will need to enjoy learning and becoming familiar with all these technologies.

· Documentation - Capturing all the knowledge you acquire will increase effectiveness in resolving future incidents.

· Conscientiousness - Conscientious people are efficient and organized as opposed to easy-going and disorderly

· Positive attitude and energy - Good energy rubs off on others to create a great working environment!

Skills - Beneficial

· Experience of relevant technology: ERP, Infor, Kofax, Ephesoft, IBM i, Document Management, Workflow, CPPD

· Local to Tonbridge, Kent - a short walk to work is more enjoyable than a long commute.

9am-5.30pm Monday to Friday based in the Tonbridge


£18,000 to £25,000 depending on experience


· Joining a company dedicated to enjoyable

· Working in an environment designed to allow you to truly realise your potential

· Becoming a key part of a skilled, focused and friendly team

· Helping to develop a successful methodology for managing incidents enjoyably

· Full membership of a profit share program after 12 months

· Increasing holiday entitlement

· Flexible home/office work arrangements

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By submitting your CV for consideration, you are consenting to its retention for the purpose of securing you work. Any information you provide in response to this advertisement will be subject to the protection of GDPR, our policy for which can be found at our company website

  • Advertiser: Agency
  • Reference: LC