Entry Level Helpdesk Advisor

Fresh Recruits
Poole, UK
17 Aug 2019
20 Aug 2019
Contract Type
Full Time
Job Title: Entry Level Helpdesk AdvisorJob Type: Full Time, PermanentLocation: Poole, DorsetSalary: DOE

Our client currently has an exciting opportunity for an Entry Level Helpdesk Advisor to join their team in Poole. You will work on a full time permanent basis and will receive a competitive salary plus excellent benefits.

Experience Summary:

Candidates should have experience in delivering a high level of customer service and have excellent communication skills, both verbal and written. An aptitude for problem solving, by using available resources and a process of elimination, is required. Previous experience of working on a support help desk would be an advantage. Experience in working with other software packages and a good foundation in computing skills would also be a benefit.

Job Overview:

To provide call handling and basic 1st line support to customers, ensuring the highest level of customer service is provided. Responsible for accurately logging new queries and updating existing queries, communicating with the rest of the Support Department to keep Support Analysts and customers up to date on the progress of tickets. You will be responsible for maintaining account and customer records within the CRM system.

Key Responsibilities will include:
  • Logging new tickets and keeping existing tickets up to date.
  • Acquiring updates from Support Analysts on existing tickets and feeding information back to the customer.
  • Providing a quick first response to customers.
  • Providing basic 1st line support, resolving tickets at the point of logging where possible.
  • Communicating with the department when high priority tickets are logged and/or when tickets are chased.
  • Relaying updates from Support Analysts to customers.
  • Setting customer expectations in terms of timescales and required actions.
  • Maintaining account and customer records within the CRM system.
  • Recommending new knowledgebase articles and suggesting edits to existing articles based on tickets being logged.
  • Establishing 'support tunnel' connections to customer sites.
  • Applying patches to customer systems.
  • Providing remote technical services to set up new PCs and printers.

Experience and Qualifications Required:
  • Desirable - related IT education and/or experience.
  • Essential - Excellent communication and customer service skills
  • Desirable - Experience in working on a support desk
  • Desirable - A background in IT/technical support
  • Desirable - Experience in working with CRM systems
  • Desirable - Accounts, ERP systems and/or technical experience

Suitable for someone who...
  • Enjoys building a rapport and communicating with customers, while delivering customer service excellence.
  • Works well within a close knit social team of people.
  • Wants to progress to a 2nd or 3rd line role providing application/product support or technical support.

Ref: 9103

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