1st Line Helpdesk Analyst (24/7)

Profile Resourcing Limited
Milton Keynes
01 Feb 2018
18 Feb 2018
Contract Type
Full Time
A 1st Line Helpdesk Support Analyst with some previous experience of providing IT support who is happy to work shifts is required to work for this established IT Solutions Company

Role: 1st Line Helpdesk Engineer 24/7
Salary: Circa £24,000 pa (including shift allowance)
Location: Milton Keynes

Working within a team of Service Desk Analysts you will be required to provide users throughout the UK and Europe with a 24/7 first class help-desk service.

Roles & Responsibilities

-Taking inbound calls from users with technical issues providing a high level of customer service to internal and external customers.
-Prioritising and categorising tickets and ensuring they are being appropriately progressed. ----This will include end-to-end ownership of tickets through their lifecycle and ensuring that there is regular communication with the caller.
-Providing a high level of customer service to ensure that customer satisfaction remains high.
-Providing 1st line technical support as required and ensure that cases are escalated to the correct level in a timely fashion in-line with company processes/SLA's.
-To ensure all calls and tickets are raised with detailed information of user issues accurately on the Call Management system.
-Evaluate and chase up escalations appropriately to ensure customer demands are met.
-Following processes to ensure a consistent approach to customer support.
-Providing scheduled cover for other members of the 24x7 Team to cover holidays and other absence as required by the business.
-Dealing with any other requests and issues as required by the business.

The successful candidate will need to have an excellent telephone manner with a strong attention to detail and ability to work under pressure, with a minimum of 12 months working experience within a Helpdesk/Customer Service environment.

-A sound working knowledge of Desktop/Laptop/Server IT support
-A professional attitude towards solving customer issues
-Excellent communication skills (both written and verbal)
-The confidence to respond to and resolve technical requests
-Self discipline
-Prepared and willing to work 12 hour shifts

This is a shift based role to ensure a 24/7 service is maintained You will be working 12 hour shifts on a 4 on 4 off rota

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