IT Helpdesk Engineer x 2 - 6 month FTC

Recruiter
Interoute
Location
Bracknell
Salary
£20,000 - £22,000 per annum THIS IS A 6 MONTH FIXED TERM CONTRACT
Posted
13 Nov 2017
Closes
16 Nov 2017
Contract Type
Permanent
Hours
Full Time
This role works as part of a team to deliver technical support to a focused subset of customers. This includes taking support calls by telephone, email and via web portals. The jobholder must take responsibility for and ownership of all incidents, service requests and queries through to resolution with focus on first time fix metrics and on meeting customer expectations. They are technically able to prioritise and categorise the majority of network/hosting faults covering the standard product portfolio and to initiate the correct processes for resolution.

Depending on location, support may include on-site support at customer sites where deemed appropriate by contract or management request.

Job Description

This role is the first line contact point for customers and as such is primarily focused on customer experience and quality metrics.

Providing Customer Service

Be a first and single point of contact for all customer enquiriesRespond to calls, email and other customer alerts promptly and within SLA/KPI targetsAll responses and contact must be prompt, polite, relevant and conciseProvide exceptional customer service at all times, ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processesMaintain a commitment to keeping customers informed and build and maintain relationships of trust with customersSet realistic and achievable expectations with customers on communication and resolution timeframesAct as an escalation point for partner or suppliers as requiredEnsure the correct process and procedure for customer contact are followed at all timesResolving technical issuesFollow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issuesUtilise carrier provided tools to drive appropriate resolutionLog and follow-up on faults with external suppliersEnsure tickets are regularly and accurately updated in accordance with SLAsIf required, pro-actively seek guidance from other technical teams / management to identify and propose ticket resolutionsWhere appropriate, escalate faults to other technical teams, retaining ownership of the ticket to ensure a timely resolutionHighlight any trends or patterns in technical issues to managementEnsure that the correct process and procedures are followed for ticket management and escalationsDocumentation and process improvementsEnsure the Company’s systems are kept up-to-date with clear, concise and non-jargon entries which customers and the business can access to clearly and quickly understand the nature of any technical entriesWhere necessary, liaise with other in-house teams to ensure accuracy and consistency of client information, especially Technical Support, other Service Assurance Teams and Account ManagementBe pro-active in communicating any process improvements to managementExperience Required:

Critical Personal AttributesCommunication and commitment to customer service: customer service delivered by phone and email will require good written and verbal communication skills. The jobholder must speak / write in a clear and concise manner without using technical jargon. The jobholder must remember the impact of a technical fault on the customer at all times as the customer can be experiencing an impact to their business critical systems; a calm and professional demeanour must be maintained at all timesProblem identification and solving: it is critical that the jobholder is able to identify the nature of an issue and apply the appropriate resolution process / fix to restore services in a timely mannerMotivation and ownership of issues: the jobholder must be self-motivated to maintain high service levels for both simple but repetitive resolutions and for complex issues requiring interaction with other teamsCritical Job ElementsTimely ticket resolution: a focus on “first time fix” is critical in this role. Tickets or technical issues need to be resolved and closed appropriately to keep the queues of technical issues to a minimum. Tickets must be resolved in a timely manner, ensuring any outstanding tickets are relatively recentCustomer satisfaction: the role exists to provide excellent customer service alongside the resolving of technical issues. Regular and quality contact with the customer must build and maintain the customers’ trust in the Company’s ability to deliver technical supportTechnical knowledge: critical to success in this role will be maintaining an up-to-date knowledge and understanding of products and servicesFlexibility: there will be peaks in workload due to the nature of telecoms products and services. The jobholder must be flexible to accommodate these peaks in order to ensure timely ticket resolution and customer satisfaction are realised

Personal Profile:

  • Cisco CCNA, MSCA, Network+ / equivalent
  • The ability to speak empathetically with customers who are often irate and deal with them in a professional manner
  • Must be able to multi task and manage multiple issues without compromising service levels
  • Good communication skills, both oral and written
  • Good attention to detail
  • Demonstrable ability to follow an agreed procedure/process
  • Personal commitment to deliver a high standard of customer satisfaction
  • Propensity to take ownership and responsibility for own work
This role works as part of a team to deliver technical support to a focused subset of customers. This includes taking support calls by telephone, email and via web portals. The jobholder must take responsibility for and ownership of all incidents, service requests and queries through to resolution with focus on first time fix metrics and on meeting customer expectations. They are technically able to prioritise and categorise the majority of network/hosting faults covering the standard product portfolio and to initiate the correct processes for resolution.

Depending on location, support may include on-site support at customer sites where deemed appropriate by contract or management request.


This job was originally posted as www.cwjobs.co.uk/job/77537689