Description
1ST LINE SUPPORT
Abingdon
£16 - £18 Per Hour
3 months
Our Client is looking to hire an experienced talented and enthusiastic individuals to join their successful 1st line Service Desk Team within ISD, Integrated Service Deliver.
This is a great opportunity to work in a fast-paced, team orientated environment where fantastic training and development is on offer.
You will take responsibility for day-to-day communication with customers, fault diagnosis, resolution, and call logging. You will enjoy a varied and valued role supporting the organisations customers with plenty of opportunity to develop both technical and customer service skills.
Key Responsibilities:
. First point of contact for all queries from both internal and external customers.
. Call logging, diagnosing and logging customer calls either by phone, email or Support Online
. Identify and carry out remote 'first time fixes' on a variety of network and software solutions. This are varied tasks from simple password change through to data restoration, printer, and software application rollout.
. Process improvement - proactive involvement in the continued development of new and established procedures.
. Service delivery - working with other service delivery teams to ensure that Service Level Agreement (SLA) targets are met.
. Follow established processes to support the transition of customer, ensuring that relevant contractual information is captured on Service Desk systems.
. Maintain a professional and effective working relationship with customers and work colleagues
Skill required:
Proven customer service skills including a professional telephone mannerDep
Excellent interpersonal skills
Effective Team player
Ability to strive under pressure
Good standard of written and verbal communication.
Able to capture information accurately, first time.
Keyboard proficiency and strong PC skills
Basic grasp of IT industry terminology (Microsoft and Google)
Familiarity with Windows Desktop and Server operating systems.
Solid personal time management
Organised and self-motivated.
Experience of working within a customer service environment
Knowledge of ITIL principles in an ICT Service Management environment
Ability to troubleshoot technical issues
In the first instance please submit your CV