Service Desk Administrator - Huddersfield - £18k

Larson Resource Group Limited
£18k pa + Benefits
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
Service Desk Administrator - Huddersfield - £18k Service Desk Administrator / First Line Support Engineer / 1st Line Support Engineer The Larson group is currently recruiting a Service Desk Engineer for a well-established marketing services organisation based in the HD8 area of Huddersfield. Our client is currently in the process of building a brand-new service desk function to compliment recent growth within the business. As part of this team, you will be instrumental in the development of the service desk and will require an individual with drive and a passion for their work. Main Responsibilities To work in a data repurposing and document composition environment, providing a single point of contact for internal and external customers. The main duties will be: - Customer Communication - Accepting and acknowledging jobs from internal and external jobs - Responding to e-mail queries - Answer the phone - Providing timely updates as required - Internal Communication - Allocating work to individuals - Communicating escalations to individuals and line manager - Communicating SLA times - Chasing team members to achieve SLA - Service Level Management - Monitoring Service Level attainment - Documentation - To maintain and update documentation as appropriate - Reporting - Providing customer reports as required - Providing internal reports as required - Escalation - Acting as a first customer escalation point - Taking appropriate actions to escalate the issue further if required - Other tasks - Meeting minute notes - Checking data in - Undertaking simple data tasks - Undertaking spot checks of paperwork - Providing where possible first line resolution - To promote and ensure the correct change documentation is used. - Build letter text in the Document Composition tool Part of this role is to take ownership of jobs logged by customers and to drive them through the system to ensure that SLA is achieved. If this is not possible customer communication and updating becomes a priority Person Specification: - Possesses a sound working knowledge of windows-based applications - Possesses an eye for fine detail - Portrays a high level of enthusiasm - Projects a positive attitude - Demonstrates a proactive approach to personal development - Good communication skills, both verbally and written - Ability to multi-task - Calm and professional manner (Ability to remain calm when multiple issues occurs) Competencies required: - Flexible and reliable in approach to work - Planning and organisational skills - Communication and interpersonal skills - Commercial awareness - Resilient with the ability to work under pressure - Proactive and results focused - Ability to work accurately and to deadlines - Good general basic IT skills (Microsoft Office - word and Excel) Working Skills (after probationary period) - An understanding of and appreciation of internal systems - An ability to resolve at first contact some issues. - An understanding of the company operating model - An understanding of key business contacts - An understanding of the customer facing applications - Smart Edit - Smart Proof - Smart View - Print me - An ability to articulate the Professional Services teams deliverables - An ability to produce and update reports as required - An ability to undertake the Data Verification process - An understanding of print terminology Larson Resource Group Limited is registered in England & Wales with a company number 06110626. Registered office address is Windsor House Cornwall Road Harrogate HG1 2PW. Our VAT number is 916 0028 57. Larson Resource Group Limited trades as an Employment Agency when placing permanent candidates and as an Employment Business when placing Contractors (under the Conduct of Employment Agencies and Employment and Business Regulations 2003) In accordance with these regulations you should have received a copy of our Client Terms of Business. If you have not received a copy please contact a member of staff immediately. All discounted rates quoted are only valid providing all other terms are met in accordance with our standard Client Terms of Business. For more information on Larson Resource Group please review our website *********************
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