1st Line Help Desk Advisor

Recruiter
Hamlin Knight
Location
Coventry
Salary
£7.82/hour Shift allowance
Posted
08 Jul 2017
Closes
07 Aug 2017
Contract Type
Interim
Hours
Full Time
The Service Desk is the initial point of contact for all customer incidents, which are generally raised via the telephone.
The Service Desk Advisor is the point of contact for all Support Service customers reporting system related faults and adopts the ethos of the highest quality customer service in resolution of these faults.

RESPONSIBILITIES
Handle incoming telephone calls; answering with standard greeting.
Log all fault information from the customer onto the incident management system. To question and diagnose each incident ensuring all details are accurate and meaningful with the correct level of information recorded.
Log emails from customers as above.
Apply first time fixes wherever possible before passing incidents to the correct resolving group.
Monitor all incidents and follow up with resolving groups ensuring SLA's are adhered to.
Update customers on the status of their incident.
Resolve and close cases ensuring ownership through to a satisfactory conclusion.
Perform callbacks to customers to confirm call closure.
Ensure agreed escalation procedures are adhered to and appropriate personnel are informed of high priority or potentially high-risk customer problems.
Log calls with 3rd parties and liaise with them to ensure resolution.

PRE-REQUISITES
Excellent oral and written communication skills with the ability to communicate effectively at all levels.
Clear and polite telephone manner.
Rapid and accurate data entry skills.
Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers.
Ability to display a logical and methodical approach to problem solving
A desire to provide exceptional customer service. The individual should maintain a consistent emphasis on delivering customer service even during periods of stress and pressure.
Initiative and the ability to bring forward ideas.
Takes pride in a job well done.
A good level of general education.

Applicants should be customer focused, IT literate and be interested in developing a career in IT.

Applicants must be able to work a 37½ hour week on a shift based system within a 24/7, 365 rota. Travelling to customer sites may be required. Full product training will be provided.

Having a qualification within IT would be hugely beneficial nit not essential