1st Line Support Helpdesk
Recruiter
Candidate Source Ltd
Listed on
14th October 2018
Location
Doncaster
Salary/Rate
£17000 - £19000
Type
Permanent
Start Date
ASAP
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An industry leading SaaS business, already a market leader in the UK, with the potential to dominate the customer payment solutions and IVR services technology space internationally is seeking 1st Line Support Helpdesk to join its rapidly expanding team based in Doncaster.With well over 100 customers and customer contacts way in excess of this number, growing day by day, this is a very busy job!
Your role will be to handle all incoming calls and emails from existing clients, log each of them using the client’s ticketing system, using a triaging system to prioritise, direct and wherever possible, resolve all queries or escalate them as necessary to ensure that the query is satisfactorily closed to the enquirer’s satisfaction.
As 1st Line Support Helpdesk, you will need the ability to:
Triage and assess issues or queries flagged by a range of customers.Work within set SLA timeframes and manage issues through to completion where required.Understand incident reporting of queries or issues a customer has raised either via email or telephone. Escalate and clearly communicate issues to the 2nd line team as necessary and ensure resolution.Work under pressure and prioritise accordingly.Use MS applications. As 1st Line Support Helpdesk, you will have the following skills and experience:
Previous experience in customer service (essential).Excellent verbal and written communication skills.Follow relevant product training, have confidence in understanding basic technical and product procedures, and the ability to clearly communicate actions to resolve basic customer issues and queries.Willingness to develop skills for technical operation and monitoring.Ambitious for future learning and development in a dynamic, growing IT and technology environment. The basic hours on 1st Line Support Helpdesk are 9.00 am to 5.00 pm, but there will be a requirement for some unsocial hours / shift working to cater for peak demand and increasing international time zone cover.
In return, the 1st Line Support Helpdesk will receive a salary of between £17,000 to £19,000 per annum, depending on experience.
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