IT Helpdesk - Would suit Graduate with Customer Service exp

Recruiter
Kinetic Office Recruitment Ltd
Location
Nottingham
Salary
£16,000 - £18,000
Posted
05 Oct 2017
Closes
02 Nov 2017
Contract Type
Permanent
Hours
Full Time
1st Line Support / Software Support £16,000 - £18,000 Nottingham Overview: Our leading technology client are looking for a 1st Line Service Desk Analyst to join their UK customer services team. Here you will receive incoming customer queries and technical issues on a wide range of products, and help to ensure that these are categorised, logged and responded to appropriately. This role is seen as key entry-point for new starters, there are opportunities to then move on into a variety of roles within the business. Recent post-holders have gone on to become a software trainer, a project co-ordinator and 2nd line support. This is a great opportunity to join a global technology business that offers excellent staff facilities and plenty of opportunities for advancement within the company. The role would suit a highly customer focused Graduate with a technical aptitude, particularly regarding computer software. About them: They are an innovative, expanding software development company with Modern UK offices in Nottingham and Manchester, plus a global presence with offices around the world, including the Netherlands, Germany, the US, Canada, Qatar, Australia and New Zealand. They are seeking to recruit 2 further 1st Line Support / Service Desk Analysts to add to their growing Nottingham based team. Globally they work with over 3,000 of the leading institutions in more than 30 countries, they are by any measure the world's largest and most influential company operating in this sector. Key Duties: - To be the first point of contact for customer queries and issues. - Manage 3rd party support issues in line with customer support contracts. - To build and maintain relationships with customers through an understanding of the Company's products and the Customer's environment (Telephone, Written, Face to Face) - Ensure that all incidents and other requests are recorded and categorised accurately and with as much detail as possible - Able to recognise Requests for Enhancement and ensure that customer RFE's are clearly categorised and documented - Search for known solutions and advise customers as necessary, including the provision of documentation where necessary. - Contribute to building and maintenance of strong customer relationships and satisfaction by provision of efficient call management and resolution as well as clear communications. - Manage own workload in cooperation with team colleagues to ensure that all enquiries are completed within SLA. - Provide clear, concise documentation on solutions to enable customers or staff to be able to repeat the process - Provide customer support on Windows Desktop where customers have an ICT support contract to achieve resolutions at first contact. - Analysis of incoming software calls to identify faults, service requests and requests for enhancement. - Maintain call management system and knowledgebase. Person Specification: - Highly customer focused Graduate with a technical aptitude, particularly regarding computer software - You will need to be an enthusiastic and customer-focused team player who can demonstrate good technical aptitude and excellent communication skills. - Strong verbal and written communication skills. - Highly customer focused, be able to calmly and rationally talk to customers who are in a stressful situation, and empathise with the level of difficulty this is causing. - Enthusiastic and determined - Must have a positive "can do" attitude showing resourcefulness Please note that due to a high volume of applications across all our adverts we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.
This job was originally posted as www.jobsite.co.uk/job/959259592