Job Title: IT Helpdesk TechnicianLocation: Pencoed, BridgendSalary: 28,000 to 30,000 per annumJob Type: Full time, PermanentWorking Hours: 5 days per week, 8 hours per day during our open hours of Monday to Sunday; 08:00 to 18:00About Flotek:Flotek Group are a fast-growing Tech Company based throughout the UK providing IT and Comms technology to small and medium businesses.We have regional sales and support locations across the UK. Our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.About the Role:We are looking for an enthusiastic customer service-focused individual with previous experience of working within an IT and Telecoms Helpdesk role.You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and close that ticket. If you are unable to assist, you will be responsible taking all relevant information from the client and passing it through to the engineering team.Job Responsibilities:Answering the phone to inbound calls from customers who require technical helpEnsuring customer faults and incidents are responded to and resolved within SLAsDemonstrate ownership, accountability, and strive for ''First Call Resolution''Troubleshoot and resolve software and hardware issues remotely over the phone and by email. If you are unable to resolve at first point of contact, you will be ..... full job details .....