1st Line Help Desk Support Engineer

Think Career. Think Logistics.

Logistics is the unseen and often under-appreciated engine behind our economy, our jobs and our way of life. It connects us to the things we need. It connects people. It fuels business growth. It plays a vital role in today’s economy. It keeps the world moving.

We provide a full range of logistics services from mail to packets and parcels to pallets, along with part
and full loads for delivery throughout the UK, Europe & Worldwide by Road, Air or Sea.

Think CCL.

Think CCL.
With Delivering Happiness at the heart of everything we do, we are a fast-paced company with a ‘make it happen’ attitude, we love nothing more than maximising business opportunities and growing our great reputation. We’re here to help our customers reduce costs and grow, sustainably.

Think Great Customer Support.

Your primary role will be to provide 1st line technical support for internal and external customers of CCL’s Transport Management System (myCCL) and our wider advanced logistics platform.

What you’ll do:

• Handle incoming technical support desk “tickets” raised by customers and internal users by
  email and phone
• Deal with a wide range of issues covering:
  • Software errors
  • Incorrect data
  • Requests for data extracts
  • System performance and incidents
  • General PC, printer and IT system issues
  • Phone system issues

• Carry out required adjustments to data or configuration necessary to resolve issues
• Coordinate investigations for follow up resolution action by the wider team
• Carry out routine customer integration/onboarding/setup activities on the platform
• Participate in customer success activity and building of ongoing customer support
  relationships
• Gathering and reporting of support desk operational metrics
• Contribute to the continuous improvement of support related processes
• Work with our in-house development team to resolve bugs or develop solutions to
  automate support related activities

What you’ll bring:

• 1+ year’s experience of a customer facing help desk role that has involved some time in direct customer facing issue/request resolution
• Degree or HNC/HND or other vocational level qualification in a relevant IT service management or software/technical systems discipline
• Practical experience of working with SQL Relational Database Management Systems – with ability to build adhoc queries and perform data updates methodically, securely and reliably within an operational system
• Natural ability to investigate and diagnose the likely root cause of problems and evaluate options for resolution
• Working experience of operating within an Agile/Scrum/Kanban team environment
• Excellent communication skills – for effective interaction with customers and other team members
• Ability to take ownership to pursue issues through to conclusion
• Be a real team player with a passion to learn and share ideas
• A flexible attitude

What you’ll get:

• Competitive salary
• Multiple benefits
• Career development opportunities
  • Deepening your technical and business knowledge within CCL
• Hybrid work pattern: 2 days remote working (Monday/Friday), 3 days office based

More about CCL Logistics & Technology.

CCL has been providing value-add logistics services since 1999. Our solutions allow manufacturers,
distributors, wholesalers and retailers to improve their productivity, meet order demand, surpass
customer expectations and reduce costs.