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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Customer Technical Helpdesk Advisor - **Company:** Hays plc - **Location:** Telford, UK - **Contract:** Permanent contract - **Skills:** Business Systems, Issue Tracking Systems, Software Troubleshooting - **Published:** September 3, 2026 - **Apply:** https://www.hays.co.uk/job-detail/customer-technical-helpdesk-advisor--telford_4824849 ## About the Role * Previous experience within a technical support, technical helpdesk or customer service environment. * Strong troubleshooting and problem-solving skills. * Excellent verbal and written communication skills. * Ability to explain technical concepts to non-technical audiences. * Experience managing multiple tasks and priorities in a fast-paced environment. * Strong organisational skills and attention to detail. * Customer-focused approach with a commitment to delivering excellent service. * Good working knowledge of Microsoft Office applications and business systems. * Ability to work independently and as part of a team. * Positive attitude with a willingness to learn and develop technical knowledge. Desirable * Experience using CRM, helpdesk or ticket management systems. * Knowledge of networking, connectivity or technical diagnostic processes. * Previous experience supporting technical products or systems. * Experience within a customer-facing technical support role. ## Description Your new company The Customer Technical Helpdesk Advisor is responsible for providing high-quality technical support to customers, installers, partners, and internal stakeholders. The role involves diagnosing and resolving technical issues, supporting product configuration and setup, managing customer enquiries, and ensuring a positive customer experience throughout the support journey. Working closely with internal technical teams, the successful candidate will act as a trusted point of contact, delivering effective solutions and contributing to continuous improvement initiatives. Your new role * Provide technical support to customers, partners and internal stakeholders via telephone, email and support ticketing systems. * Diagnose and resolve hardware, software and connectivity issues in a timely and professional manner. * Support the configuration, setup and commissioning of products and systems. * Investigate faults, identify root causes and recommend appropriate solutions. * Escalate complex technical issues to specialist teams where necessary. * Maintain accurate and detailed records of customer interactions, investigations and resolutions. * Prioritise and manage multiple support cases while meeting agreed service standards. * Provide clear and concise technical guidance to both technical and non-technical users. * Collaborate with Product, Engineering and other internal departments to resolve customer issues. * Test and validate solutions before communicating recommendations to customers. * Assist with the creation and maintenance of technical documentation, knowledge base articles and troubleshooting guides. * Identify recurring issues and trends and provide feedback to support continuous improvement initiatives. * Ensure all activities are carried out in accordance with company policies, procedures and quality standards. What you'll need to succeed * Previous experience within a technical support, technical helpdesk or customer service environment. * Strong troubleshooting and problem-solving skills. * Excellent verbal and written communication skills. * Ability to explain technical concepts to non-technical audiences. * Experience managing multiple tasks and priorities in a fast-paced environment. * Strong organisational skills and attention to detail. * Customer-focused approach with a commitment to delivering excellent service. * Good working knowledge of Microsoft Office applications and business systems. * Ability to work independently and as part of a team. * Positive attitude with a willingness to learn and develop technical knowledge. Desirable * Experience using CRM, helpdesk or ticket management systems. * Knowledge of networking, connectivity or technical diagnostic processes. * Previous experience supporting technical products or systems. * Experience within a customer-facing technical support role. What you'll get in return * Competitive salary with regular review opportunities * Annual bonus and performance-related incentives * Generous holiday allowance plus public holidays * Company pension scheme * Ongoing training and professional development * Clear progression pathways within a growing organisation * Supportive and collaborative team environment * Opportunity to work with innovative technologies in a rapidly expanding market * Employee wellbeing initiatives and support programmes * Flexible working arrangements where business needs allow * Modern office facilities and equipment * Regular team events and recognition programmes What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #4824849 - Shanna ## Related Videos - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Humanizing Your Documentation](https://www.wearedevelopers.com/videos/476-humanizing-your-documentation) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [Strong decisions - decisive distinctions between digital and analog aspects](https://www.wearedevelopers.com/videos/1687-strong-decisions-decisive-distinctions-between-digital-and-analog-aspects) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)