Helpdesk Operator
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Helpdesk OperatorHelpdesk, Service Desk, 1st Line Support, Call Center, Customer ServicesA Helpdesk Operator is required for our IT Services client in Abingdon for an initial 2 month contract.£10 - £12 per hour
2 Months initial contract
AbingdonThe successful candidate will be joining a busy IT Service Desk team and will be providing support over the phone and via email. You will have excellent telephone manner and the ability to be clear and concise in your written and verbal communication. Our Client is looking someone with strong customer focus skills, and previous IT background. Experience within a helpdesk environment is preferable but not necessary as full training will be provided.Skills required:* Technical diagnostic and troubleshooting skills
* Strong customer focus awareness
* Excellent self-organisational skills
* Must be able to work on own initiative
* Able to complete tasks to tight deadlines
* Teamwork & communicationThe role includes:* To Provide the best possible level of customer support. Using all available tools including SharePoint and Remote Access, Knowledge base, and previous call history.
* Answer phone calls promptly and courteously, ensuring SLAs (service level agreements) are met.
* Respond to e-mail enquiries promptly and courteously, ensuring SLAs are met.
* Respond to on-line queries promptly and courteously, ensuring SLAs are met.
* Deal with customer voicemails promptly, ensuring SLAs are met.
* Log customer contacts and issues accurately in call logging system, in accordance with the call logging instructions.
* Share knowledge and information with the rest of the team. Participate in meetings via Teams and Skype workspaces. Ensure that shared information on team SharePoint is up to date and accurate, escalating where necessary.
* Keep up to date with awareness of current exam sessions and current issues logged on the SharePoint portal.
* Resolve as many issues at first point of contact as possible.
* Escalate issues where appropriate using correct procedure.
* Liaise with other teams as necessary.
* Carry out other duties as requested or required on an ad hoc basis.
