Careers at Vinters

Location: Maidstone, Kent
Salary: 26,000 – 30,000
Hours: 8:00am-4:30pm, Monday to Friday 

Who are we? 

We provide a managed IT service for businesses, bridging the gap between Managed (MSP), on premise and datacentre cloud services (CSP) based in Maidstone, Kent. Specialising in providing services based in the cloud, our datacentre infrastructure spans the UK, Europe, and the US.  We are proud of the service we provide and the working environment we provide to our people. 

Due to a reorganisation of our Service Desk and to further enhance the customer service we provide our clients; we are looking to hire an enthusiastic and confident individual to join our team as a Helpdesk Analyst. 

Who are you? 

Under the guidance of the Service Desk Manager, you’ll be the first point of contact for our clients, providing friendly, professional, and efficient support across a wide range of IT issues. You have a passion for technology, a strong desire to help others, and a proactive attitude that thrives in a fast-paced support environment. 

You’ll bring experience in a customer-facing role – whether that’s IT-related or not – and have a natural ability to communicate clearly, stay calm under pressure, and deliver excellent customer service, whilst living our customer commitments daily. Your curiosity and eagerness to learn will be key as you begin to troubleshoot, resolve and escalate issues across a diverse range of technologies.

Your Responsibilities 

Act as first point of contact for all incoming IT support queries 

Log, categorise, and prioritise incidents and service requests accurately 

Provide first-line diagnosis and resolution of hardware, software and network issues 

Escalate unresolved issues to 2nd/3rd line engineers 

Communicate effectively with clients to ensure issue resolution and high levels of customer satisfaction 

Support onboarding and offboarding processes 

Contribute to internal knowledgebase and documentation as required 

Adhere to SLA’s and KPI’s as defined by the Service Desk Manager 

Skills & Experience 

Technical Proficiency: Previous IT support experience 

Communication Skills: Excellent written and verbal communication skills 

Customer Service Skills: A proactive, customer-focused approach 

Adaptability: A willingness to learn, adapt, and develop, staying up to date with the latest trends and technologies 

Technologies: Exposure to, or familiarity with, Active Directory, Windows Operating Systems, Office365 administration and basic understanding of networking principles (IP, DNS, DHCP) 

Company Benefits: 

Pension with company contributions 

Annual Pay Reviews 

Training and personal development opportunities 

Home working flexibility options 

30 Days Annual Leave (inc. Bank Holidays)  

Yearly Company Events 

On-site Parking 

On Site Restaurant 

 Send your CV to careers@vinters.com