Description
Service Desk, Helpdesk, ITIL, ERP, WEB, EDI.We are urgently seeking a Service Desk Specialist to work in Weybridge on an 11 month fixed term contract.
For this role you will 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 and receiving requests from IT Contacts at the client's European subsidiaries and from end users at the client's EU subsidiaries.
1. Record all incoming problems and queries related to Shared Applications, SAP, EDI, email and other local Systems.
2. Provide 1st line support to the client's subsidiaries end-users.
3. Communicating with IT Contacts in UK, across Europe and in HQ (Korea).
4. Liaising with the technical teams for the speedy resolution of calls.
5. Attempt to resolve customer issues using Knowledge and Known Error Database.
6. Assign unsolved problems and queries to relevant engineers.
7. Monitor and manage calls by chasing the specialist teams and customers where required to ensure resolution within agreed SLAs.
8. Communication of the clients request logging procedures to subsidiaries.
9. Produce Service Desk weekly/monthly statistics and reports.
10. Perform administration tasks for mySingle service.
11. Keep records on system access for new staff.
EDUCATION:
" Fluent in English (Speaking in Other European Language will be advantage)
" ITIL Foundation qualification will be an advantage
SKILLS AND ATTRIBUTES:
" 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.
EXPERIENCE:
" Previous experience in customer service / helpdesk experience
" Some experience in the IT industry, preferably of a technical nature
" Basic knowledge in ERP/WEB/EDI