Service Desk Support Administrator

New Era Recruitment Solutions Ltd
Croydon, Greater London
£20000 - £23000/annum + benefits
11 Jul 2017
10 Aug 2017
Contract Type
Full Time
Service Desk Support Administrator – Croydon – MPS

A growing Managed Print and Document Solutions provider is currently recruiting a Service Desk Support Administrator to manage a busy helpdesk handling inbound calls to fix faults and replenish consumables, liaising with the support partners to dispatch engineers; whilst continually keeping the customer updated.

The Person

• Previous customer service experience within an IT environment is essential
• Exceptional communication skills
• Process driven, with strong attention to detail
• Able to work under pressure
• Methodical and thorough
• Continually looking for ways of improving existing processes
• Experienced in business emails
• Experience of using Microsoft Office and service software
• Previous experience within the MPS or Document Solutions sector is highly advantageous
• A career minded individual that is willing to learn new skills and develop within a growing business

The Role

• Taking inbound calls from customers and identifying whether the issue is IT, mechanical or consumable related
• Clearing down calls that don’t need to be escalated
• Escalating calls to relevant partners and ensuring SLA’s are met
• Managing customer issues through to resolution
• Use Zendesk Service Software for tracking, prioritising and solving customer support issues
• Monitoring the relevant inboxes, ensuring all incoming queries are logged and escalated within agreed timescales
• Additional duties will involve assisting other departments with admin, billing and stock control management

The Company

An innovative provider of managed print & document solutions, that supply their consultancy and service support to business across the UK.

The Benefits

The company are offering a basic salary of £20,000-£23,000 (negotiable for the right person) + benefits. Lots of training and mentoring will be offered