IT Helpdesk Co-ordinator

1st Choice Computer Appointments Ltd
Dartford, Kent
£25000 - £30000/annum
07 Jul 2017
05 Aug 2017
Contract Type
Full Time
IT Helpdesk Co-ordinator

Salary £25K - 30K DOE

The Role:
• Responsible for the running of the service desks in-line with the published dispatcher process for the allocation of support tickets to the engineering team
• Ensure all new tickets received are entered correctly, in line with the Process document
• Ensuring all tickets are dispatched in order to meet the required SLAs
• Ensure the correct process is followed throughout the lifetime of the ticket and correct status are used throughout
• Responsible for the prioritising of tickets based on their severity and the customers' SLAs
• Ensure the customer has confirmed their satisfaction with the work supplied before setting the ticket as Complete
• Responsible for the workload of engineers ensuring they are keep busy with waiting tickets and helpdesk procedures are followed at all times
• Be the first point of contact for all in coming phone calls, logging new tickets and updating customers on the progress of ongoing tickets
• Have sufficient 1st support knowledge to be able to answer questions raised on tickets and to ask relevant questions to ensure the engineer has all the information required before assigning the ticket
• Responsible for the scheduling of engineers for site visits when required
• Other office supervisor roles may be added as the role progresses

Personal Attributes:
The candidate should have experience of the following:
• Must display a high level of organisational skills whilst under pressure
• Must be assertive and confident whilst working in a male-dominated environment
• Must be confident and have excellent customer-facing skills and enjoy telephone interaction
• Must have a high attention to detail and be able to follow a published procedure consistently
• Display the ability to multi-task
• Obtain a high level of ability with computer applications and be able to pick up new information quickly

In return for the above you will receive a good salary of between £25-30K per annum plus 20 days paid holiday (plus Bank holidays) along with incentives to earn up to another 12 days holiday a year.
A friendly and flexible working environment with home-working options after 6 months service