SC Help Desk Technicians / Service Desk Representatives x 6

This job has now expired please search on the home page to find live IT Jobs.

SC/SC Eligible Help Desk Technicians/ Service Desk Representatives x6

Duration: 6 months+

Rate: £12-£14/hour

Clearance: SC/SC Eligble

Shifts: Day/Nights (inc weekends)

Location: Glasgow Area (Remote Initially)

Key Skills:

- Customer service experience

- Written/verbal communication

- Quick learner

- Problem Solver

Role/Responsibilities:

- 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 SLAs

APPLY NOW to AVOID DISAPPOINTMENT

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

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 The Queens Award for Enterprise: International Trade 2015.