Helpdesk Support Technician

Rackspace is looking for an entry level Helpdesk Support Technician to be first point of contact for our Customers when they call in. You will be expected to provide technical and non-technical support to our customers over chat, phone and via support tickets. In this varied and exciting role you will be responsible for managing the Rackspace's International support ticket queues and first line resolution.

We are looking for people who can display good judgment in the decisions you make, and create and maintain customer loyalty by going above and beyond the customer's expectation. We will provide full training - so if you are a customer service hero and are looking for your first role in an IT position, go ahead and apply!

• Escalate support requests (phone/ticket/chat) according to escalation procedures
• Work on "quick-fix tickets" (e.g. system resources, MyRackspace requests)
• Manage incoming customer calls and chats
• Basic user administration
• Queue management (triage & routing)
• Ensuring we adhere to customer & SLA commitments
• Providing Fanatical Support in all of the above

• Familiarity with desktop OS & Office tools
• Self-motivated with a strong desire to learn and improve both technical and 'people' skills
• Strong verbal and written communication skills
• Strives for performance improvements in oneself and peers
• Ability to work at a team level as well as an individual level
• Ability to interact confidently with more senior / skilled areas of the business.
• You will be required to work a shift pattern including weekend work
• Ability to attend the Cardiff office weekly
• LI-JB2