Description
Proteus Europe is searching for Helpdesk / Service Desk Operator / Agent for one of our Fortune 100 Clients based in West London.Our Client :-
They are part of a globally known high tech leader in industry with a range of products spanning the globe. This part of the global corporation is developing next generation Biometric solutions which we will all be using in the future to provide FIDO (Fast identity online) to perform online transactions or perhaps unlock your car via your mobile phone. As such they are at the cutting edge of technology with a clear vision for the future in the tech field. This is your chance to become part of their winning team.
Your New role :-
Working in a team providing front-line Customer Service Support for our client, receiving requests from IT Contacts at their European subsidiaries and from end users at their EU subsidiaries.
- Record all incoming problems and queries related to Shared (PC/Mobile) Applications,
- SAP, EDI, email and other local Systems.
- Provide 1st line support for subsidiaries end-users.
- Communicating with IT Contacts in UK, across Europe and in HQ (Korea).
- 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.
- Communication of request logging procedures
- Produce Service Desk weekly/monthly statistics and reports.
- Perform administration tasks for (WEB/Mobile)Knox Portal service.
- Keep records on system access for new staff.
Your Skills and experience :-
Essential Skills :-
- 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
Desirable Skills :-
- 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
Proteus Europe operates in partnership with our candidates by building strong and lasting
relationships at all levels.
If you apply for this role, we will:
- Contact you within one week to discuss your current situation and suitability for this role.
- Keep searching for other suitable positions should this role not be right for you.
- Keep you informed at every stage of the recruitment process.
- Actively follow up with our client on your behalf to gain useful feedback throughout the
process.
If you are looking for a new role, but this role isn't quite right for you, please contact us in
confidence for a discussion about how we can help you.