Helpdesk Support - 2nd Line

Eutopia Solutions Ltd
11 Feb 2018
21 Feb 2018
Contract Type
Full Time
Helpdesk Support - 2nd Line - Up to £28,000 per annum

This is an exciting opportunity to join a growing ecommerce company based in Hertfordshire on permanent basis.

Our Client is competing in a very interesting niche and have established business relationships with global and national companies.

A successful candidate will co-ordinate and represent the Helpdesk function, steering overall progress and performance relating to open and recurring incidents, and ensuring daily workload / rota of the team is planned effectively and efficiently to ensure SLAs can be achieved for our high profile customers with a global presence.

Key Competencies:
  • Receiving, logging and managing calls from UK customers, using the call logging system for incidents raised via telephone, e-mail or from communications sent via a third party customer call logging systems
  • Maintaining an Asset Database and track changes for UK customers on the company's call logging system or other means as necessary
  • Provide 1st and 2nd line support - troubleshooting of (predominantly hardware) IT related issues from any UK customer
  • Take end to end ownership of customer incidents, follow up the status of prolonged or complex issues on behalf of the customer and communicate progress in a timely manner via ticket updates.
  • Maintain a high degree of customer satisfaction for all support queries and understand and adhere to all Service Level Agreements
  • To arrange for Field Intervention visits using internal or external engineers (as appropriate), when service cannot be restored over the phone.
  • Liaise with other members of the IT Support and Project Teams when allocating relevant work tickets, to ensure SLA achievement

The successful candidate will also be experienced enough and willing to take responsibility for more junior members of the helpdesk team, mentoring and managing them as and when is necessary.

Apply NOW, with an up-to-date CV, for immediate consideration.

REF: IT Jobs, IT support jobs, Helpdesk jobs, support analyst jobs, 1st line support jobs, 2nd line support jobs.

Eutopia Solutions Ltd is acting as an Employment Agency in relation to this vacancy.
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