Help Desk Support Technician ON – In Office

Help Desk Support Technician - (London, On site)
Who is a Help Desk Support Technician?

The Help Desk Support Technician role is relied on to handle, triage and resolve Associate issues with accounts, hardware, software and more. Through combining the use of technical tools, we offer internal support via e-mail, phone, in-person, and ticket submission.

Handles e-mail/ticket support to internal Associates using ticketing system to triage, decipher and resolve various technical issues.

• Works as a team in a ticketing queue
• Responds to Associate inquiries
• Escalates and assigns to the proper internal departments
• Provides detailed steps and training on how to use our equipment/software

Performs remote support using technical remote tools in order to troubleshoot and resolve issues.

• Uses industry standard remote connection tools
• Administers technical skill to troubleshoot the issue presented.

Provides phone support to internal Associates remotely using Phone and Ticketing system to record, identify and troubleshoot the reported issue.

• Handles inbound calls from internal Associates and onsite technicians
• Performs outbound calls to Associates and Club locations
• Gathers pertinent information over the phone
• Communicates by providing suggestions and resolution steps.

Creates documentation through our ticketing system in order to capture steps required to resolve issues.

• Documents common fixes into a Knowledge-Base for the team
• Composes documentation for Associates/end users that we support

Provides on-site technical support.

• Hardware trouble shooting
• Equipment set up
• Special event technical support
• Deskside support
• Inventory management

• Certifications in the technical field
• 1-3 years in Customer Service/Technical Support
• Computer Hardware & Software knowledge
• Printer troubleshooting
• Network troubleshooting
• Mobile Devices

• Ongoing training and development to ensure a long and successful career path
• Career advancement opportunities
• Competitive Total Rewards Package
• FREE Fitness membership
• Fun and energetic atmosphere to come to every day!

It is expected that the selected candidate will start at a base salary of $42,000. The annual range of expected compensation for the position is $42,000 - $53,000 determined by performance and time in the position.

This job posting is for an existing vacancy.

At Good Life Fitness, we are committed to fostering an inclusive, accessible environment, where all employees and members feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. We are committed to meeting the accessibility needs of persons with disabilities in a manner that respects their dignity and that is equitable.

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.