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Technical Helpdesk Advisor

Employer
Brook Street
Location
UK
Salary
Competitive
Closing date
7 Jul 2022

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Sector
Technology & New Media
Contract Type
Permanent
Hours
Full Time
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Technical Help-desk Advisor (First Line Help-desk), Cardiff

Hours: Monday to Friday 9:00 AM to 5:30 PM (37.5 hours weekly, 1-hour lunch)

Salary: £19,300 + 23 days Holiday Entitlement in addition to bank holidays.

Free Parking on Site

Discounted Gym Membership 25% with certain gyms

"Dress Down" policy (unless customers/clients visiting and inappropriate)

Purpose of the Technical Help-desk Advisor Role:

To answer first line phone calls on IT Helpdesk, this will include call logging and undertaking first line fixes, also directing calls to 2nd and 3rd line resolvers as required. The role will also support the technical services team in contacting customers and engineers when required.

Mission of Technical Help-desk Advisor Role and business:

To be the partner of choice for the provision of technology services in the UK
To deliver on our commitments to all customers both external and internal
Create a great environment where Vista people become the best they can be and are able to discover for themselves and educate others in the field of technology support

Values of Technical Help-desk Advisor Role and business:

To do the best we can for our business, our customers, and our colleagues
To demonstrate honesty, integrity, and flexibility in all that we do
To be transparent in our operations
Respect our environment
Return value to our shareholders
To be committed to our people

The main features of Technical Help-desk Advisor Role will include:

Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix
Working with customers to log and diagnose faults reported by customers about their on-site equipment and to ensure full functionality according to manufacturer's specifications is maintained
Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site
Keeping customers informed at all times on progress of calls logged
Act as first point of contact for all helpdesk customer you will report escalations to relevant helpdesk staff in accordance with each customers' relevant escalation procedure
Update Metrix and TOPdesk call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced
Manage workload to meet customer needs and ensure the communication is maintained with contact centre, field service manager and customer service delivery managers as and when necessary
Be part of the helpdesk rota working evenings and weekends
Work to successful KPI targets set by the team leader and IT helpdesk manager
Document quick fixes and customer specific information to grow the company's knowledge base
Help to train any new starters as and when requested by the team leader or IT helpdesk manager
Any other tasks as requested by the team leader or IT helpdesk manager

Benefits of Project Services Compliance Administrator:

23 days holiday in addition to bank holiday

Free Parking on Site

Private medical insurance

Discounted Gym Membership 25% with certain gyms

"Dress Down" policy (unless customers/clients visiting and inappropriate)
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