Help Desk Agent

Recruiter
Quattro Recruitment Ltd
Location
York
Salary
£18000 - £20000/annum
Posted
17 Jul 2017
Closes
16 Aug 2017
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
My client is a leading Software and Hardware business based on the outskirts of York, the business is a professional, forward thinking, friendly business who truly value their staff. They are seeking a skilled Help Desk Agent to join their team, the reason for the role is due to a large contract win within the organisation.
As part of this new contract they are providing 1st line support for the company's mobile devices which covers phones and tablets and requires someone with not only strong telephone based skills but someone who is also organised and enjoys the technical aspects this role will bring. Full training and support will be given in this role so you confident and comfortable with the duties.

You duties will include:

• Provide 1st Line support to Customers
• Ensure that the support telephone is answered in a timely manner, take information from Customers about issues, raise a ticket and ensure that the issue is addressed or routed to the correct resource.
• Update the Help Desk portal to reflect the information that has been supplied by the Customer.
• Monitor the service to ensure that KPI's in the SLA's are met.
• Prior to the commencement of Service ensure that the appropriate SLA's have been signed and returned and that the people authorised to call the Help desk are identified.
• Provide quarterly reports and statistics for Sales and Project people prior to Customer meetings.
• Management and Co-ordination of allocated tactical Projects as required to support the delivery and quality objectives.

Specification:
• IT industry experience, previous Technical Help Desk or Technical Customer Services skills would be a bonus.
• Must have experience of working with customers on the phone
• Excellent problem solving skills
• Good verbal and written communication skills
• Excellent attention to detail
• The ability to create and manage new processes and enhance existing systems.
• Excellent organisation skills with experience of prioritising tasks.

In return for the above skills and experience you will be provided with a fantastic place of work which will provide you with a real career and opportunity's to grow and develop, continuous training and support, a great salary and a real team working environment