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Helpdesk Operator
This job has expired, and cannot be applied for.
- Posted By: Matched Ltd
-
Address:
- 9-10 Upper Church Lane
- Farnham
- Surrey
- GU9 7PW
- Contact: 01252 713 377
- Date Posted: 10th Oct 2008
- Salary: £16,000
- Location: Farnham (GU9)
- Reference Code: 51/22
- Views Since Posting: 88
- Full Description:
Main Function of Job
To provide first level customer support for the IT Department. Log and Co-ordinate support calls between IT support, technical and development teams, business departments and customers to ensure Service Level are maintained, monitored, escalated and reported, whilst maintaining high standards of productivity, quality and reliability to maximise computer systems availability. To ensure IT Service desk is manned at all times as detailed below.
Rotating weekly shift rota to cover the following hours:
Monday - Friday 8am - 8pm; Saturdays 9am - 5pm; Sundays 10am – 4pm
Main Duties/Responsibilities
• Ensure calls taken via the phone system are answered within 4 rings.
• Ensure all Customer IT Support issues and enquiries are logged, escalated and reported using Helpdesk system.
• Co-ordination of all Customer IT Support issues and enquiries, ensuring they are logged on the IT helpdesk systems escalated accordingly and managed to satisfactory conclusion. Support issues and requests sent via email should be logged on the IT Helpdesk system as a priority and within ½ hour of being received.
• Assist with the maintenance of Service Level Agreements, escalation and reporting procedures via the IT Helpdesk system.
• Perform enrolment-associated tasks and accurate maintenance of customer details on the IT Helpdesk system and asset register.
• Carry out tasks on the daily schedule - maintenance of all related documentation in accordance with quality standards.
• Provide the necessary cover for other Helpdesk and Operations staff in the event of holiday, sickness or other absences.
• To undertake any other miscellaneous or non-recurring duties related to the post as may be directed.
Content of Work/Skills Required
• Confident and proficient in dealing with all IT Related Issues. Proven experience working in Helpdesk or Account Management within a SLA driven environment
• IT Literate using Microsoft technologies
• Ability to develop and maintain good customer relationships.
• Good understanding and appreciation of Customer Support and Service requirements.
• High standards of customer care.
• Excellent telephone manner.
• Excellent listening skills.
• Good written and verbal communication skills at all levels.
• Able to contribute and work as part of a team or on own initiative - To be a team player
• Able to represent the company professionally and responsibly.
• Professional who takes Pride in their work
• Service and Support orientated
• Self motivated with a ‘Can Do’ attitude
• Enthusiastic
• Self Motivated
• Ability and willingness to learn
• Ability to multi-task and prioritize.
• An eye for detail and quality.
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