Description
Proteus Europe are urgently recruiting for a Service Desk Specialist to join a prestigious client who is a major name in the technology sector. You will be joining our client in their Chertsey, Surrey office on an 11 month fixed term contract.Role Summary:
To be the first point of contact for all incoming service desk services queries. To log support calls in Service Desk system(s) and attempt to resolve the issue, passing those calls which cannot be resolved to specialist teams.
Working in a team providing front-line Customer Service Support, receiving requests from IT Contacts at our client's subsidiaries and from end users.
Record all incoming problems and queries related to Shared (Mobile) Applications, SAP, EDI, email and other local Systems.
Provide 1st line support to subsidiaries and end-users.
Communicating with IT Contacts in UK, across Europe and in HQ
Liaising with technical teams for the speedy resolution of calls.
Attempt to resolve customer issues using Knowledge and Known Error Database.
Assign unsolved problems and queries to relevant engineers.
Monitor and manage calls by chasing the specialist teams and customers where required to ensure resolution within agreed SLAs.
Produce Service Desk weekly/monthly statistics and reports.
Perform administration tasks for (Mobile)mySingle service.
Keep records on system access for new staff.
Essential Skills and Experience:
Good experience of MS Office/Windows OS/IE WEB Browser, needed. Candidates with experience in the IT industry will be of great interest
Customer approachable attitude and a customer focused (proactive
rather than reactive) person, who will always try and improve the
relationship with the customer. Identifying problems before they occur
Person will be expected to work to the needs of the customers (Not
mind working late if any urgent action is needed)
Must be prepared to work a shift pattern that covers the hours 06:30 to 19:00
Good verbal and written communication skills - not afraid to 'chase up'
colleagues regarding progression of requests
Well presented and professional
Must be accurate and precise in recording information
Be able to prioritise their work
Co-operative, supportive and flexible
Team player
Confident and articulate
Must be willing to learn
Ability to work in a multi-cultural environment
Good inter-personal skills
Previous experience in customer service/helpdesk experience, preferably 3 yr. or more
Experiences in Mobile APP.SUPPORT will be an advantage
Some experience in the IT industry, preferably of a technical nature
Basic knowledge in Ticket(VOC) system/WEB/EDI/ERP
Apply today to be considered for this fantastic salary + benefits 11 month contract with one of the biggest names in technology.