IT Helpdesk Agent

Rose Recruitment
21 Mar 2019
31 Mar 2019
Contract Type
Full Time
Rose Recruitment are looking to source a Helpdesk Agent for our client based in Aberdeen.

This role is to provide experienced technical support and the highest level of customer service.

The role involves working in a busy and lively office, working as part of a team and alone to drive the helpdesk forward and ensuring that SLA’s and KPI’s are not only met but exceeded. The role is ideally suited for candidates with at least two years’ experience working within an IT related helpdesk role with good technical and problem solving skills.


* Serve as the initial point of contact for support issues for our customers.

* Accurately diagnose support issues by gathering the necessary information and perform initial troubleshooting and ticket triaging.

* Clearly and thoroughly document requests for assistance in the ticket management systems and track incidents to resolution.

* Prompt and efficient call handling with end user remote support.

* Management of all consumable & break fix incidents within a ticketing system.

* Working to Service Level Agreements (SLAs) and Key Performance Indicators (KPI).

* Emphasis on taking initiative whilst following procedures and working with systems and processes.

* Responsible for providing an extremely high level customer focused support.

* Responsible for working well in a team focused environment.

* Manage calls through to resolution or escalation if required.

* Administration tasks.


Applicants should be able to demonstrate a professional, friendly and approachable manner coupled with the ability to communicate with staff at all levels, even under pressure. They should also have a friendly and polite telephone manner and should be able to work using their own initiative, show a high level of attention to detail and have a personal and burning desire to develop and progress within an environment that fosters continual improvement.

Minimum Requirements

* Office 2003/07/10/13/16.

* Microsoft Windows 7 & 10.

* Be familiar with server 2003/ 2008/ 2012 & 2016 environments.

* Excellent analytical and problem solving skills.

* Excellent time management and organisational skills.

* Professional, Accountable and ‘team player’ mindset

* Use of ticketing system software.

* Printer configuration and installation.

To apply for this fantastic opportunity please send your updated CV

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