IT Helpdesk Advisor

United Kingdom
11 Mar 2018
20 Apr 2018
Contract Type
Full Time
I am working with the second largest chain of supermarkets in the United Kingdom and recruiting for their office based in Manchester City Centre.

I am looking for several Customer Service Advisors to start work on a 5-6 month temporary basis with the possibility of going permanent. You will be taking incoming calls from store employees who are having IT issues with their internal portal.

Hours of Work: Flexibility between 7am-6pm Monday - Sunday
37 Hours per week
Pay Rate: £9.50

In a nutshell

To deliver IT support to all users across the entire Retail estate, providing excellent customer service and a single point of contact. To resolve incidents wherever possible at first point of contact within the agreed operational framework of policies and processes, minimising impact to the end user.

What I need to do
Accountable for a high standard of customer service in-line with performance targets defined for the IT Service Desk.
Answering, recording and responding to all incoming calls and e-mails to the IT Service Desk
Classify and resolve incidents from specific areas of the business within agreed service levels ensuring 1st line resolution is achieved wherever possible.
Ability to explain technical instructions in a non-technical way
Ensuring accurate and timely updates are provided to customers and are maintained in the Incident Management System.
Determine nature of problem and impact to the business.
Escalating high priority incidents to team leaders in line with Sainsbury’s Incident and Problem Management processes.
Taking personal responsibility to keep up to date with new technologies, systems and solutions.
Contributing to service improvement projects across the IT Service Desk as required.

What I need to know
Proven experience working in a customer services environment
Interest in IT and a passion for customer service
Excellent telephone manner
Ability to prioritise workload
Exceptional interpersonal written and verbal communication skills
Good team working skills
Proven analytical and problem solving skills
Ability to work effectively under pressure
Understands the importance of giving good customer service & strives for continued improvement

If you would be interested in hearing more about this vacancy, please apply online or email through your CV directly to

Customer Service / administration / incoming / advisor / adviser / support / outbound / helpdesk

Reed Specialist Recruitment Limited is an employment agency and employment business

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