Helpdesk Technician - Peterlee

☞ CBSbutler c/o Staffing 360 Solutions Limited

View: 101

Update day: 11-06-2024

Location: Peterlee North East

Category: IT - Software

Industry: Information Technology Services

Position: Entry level

Job type: Contract

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Job content

Help Desk Technician x 9

Between £12.00 - £13.00 per hour DOE

Based in Peterlee

Inside IR35

3 month contract / likely transition to perm

First 2-3 Weeks will require travel to site for training (Some days you can train remotely from home)

6 Week Shift Pattern (Office open 8AM - 10PM)

Weekend work involved ( Some weekends longer than others)

Have to be flexible with hours

Job Description

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).

Customer Service And Communication

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.

Experience working in a Finance environment desired.

Problem Solving Techniques

Ability to identify customer issues.

Ability to apply analytical and investigative skills to resolve customer issues.

Ability to handle challenging support situations.

Personal Interaction

Ability to convey knowledge to others.

Ability to adapt to a changing environment.

Strong team working skills.

Technical Requirements

Technical skill with Windows OS Platforms.

Microsoft Office Suite, including Outlook.

Knowledge of printer hardware

Knowledge of Local Area Networking

Internet
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Deadline: 26-07-2024

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