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Service Desk Technician

Premium Job From LA International Computer Consultants Ltd
Recruiter: LA International Computer Consultants Ltd
Listed on: 17th May
Location: Peterlee
Salary/Rate: £12 - £13
Type: Permanent

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*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.

7.5 hours per day
37.5 hours per week
Shift pattern:
7:00am - 3:00am with a 30-minute lunch
10:00am - 6:00pm with a 30-minute lunch

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
*Knowledge of other operating systems, including iOS, iPAD, iPhone and MAC OSX would be an advantage.

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.