Help Desk Technician (SC)
☞ LA International Computer Consultants Ltd.
View: 101
Update day: 11-06-2024
Location: Peterlee North East
Category: IT - Software
Industry: Information Technology Services Computer Software Financial Services
Position: Entry level
Job type: Contract
Job content
My client urgently requires Helpdesk Engineers to join a IT service support team for a Global IT Systems Integrator based in Peterlee.3 Month contract
Inside IR35
£12-£13 per hour
Choice to be based in Peterlee
Shift Pattern
7:00am - 3:00am with a 30-minute lunch
10:00am - 6:00pm with a 30-minute lunch
- Answer contacts promptly and professionally
- Log/Validate all contacts on the provided case/call logging system.
- Resolve customer queries using the relevant tools and systems
- Manage end to end all contacts logged, providing regular updates to customers on ticket status.
- Invoke Escalation Procedures within defined time frames
- Work to achieve individual and team goals
- To comply/complete desk specific or ad-hoc request/tasks/training.
- Ensure Quality standards are adhered to in regards to both Cases & Calls.
- Continuous documentation validation.
- Protect confidential and sensitive information and materials.
- Observe strict compliance to licensing, copyright and trademark legislation.
- Accomplish other training as required.
- Pro-actively seek support from escalation team via appropriate methods as required.
- Escalate tickets to other resolution team for validation and further escalation.
- Monitor ticket queues and handle tickets appropriately
- Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).
- Follow processes and procedures outlined in training.
- Other requests & duties may be assigned as required.
- All employees must make the utmost effort to follow all procedures and processes as outlined during training.
- Proactively contribute to the achievement of service desk SLA’s.
- Experience in communication with customers.
- Ability to communicate effectively - oral & written.
- Ability to communicate effectively with different groups.
- Ability to follow specific processes and procedures.
- Demonstrates high level of customer satisfaction in previous positions.
- Experience on Process Managed Environment
- Fluency in English and/or required supported language.
- Ability to identify customer issues.
- Ability to apply analytical and investigative skills to resolve customer issues.
- Ability to handle challenging support situations.
- Ability to convey knowledge to others.
- Ability to adapt to a changing environment.
- Strong team working skills.
- Technical skill with Windows OS Platforms.
- Microsoft Office Suite, including Outlook.
- Knowledge of printer hardware
- Knowledge of Local Area Networking
- Internet
- Knowledge of other operating systems, including iOS, iPAD, iPhone and MAC OSX would be an advantage.
Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award, that any business can receive, won in consecutive years, The Queens Award for Enterprise: International Trade;
Deadline: 26-07-2024
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