Helpdesk - 1st Line Support
- Chippenham, South West England
- £17,000 - £20,000 per annum
- 67 applications
- Job type: Contract, full-time
- Date:
- Reference: 22971068
Organisation Description
An excellent opportunity for technically minded individuals with Customer Service experience to work for a rapidly growing organisation in the heart of Wiltshire. This role is office based and working for one of the leading providers of telecommunication systems.
This role will see you acting as as first line troubleshooter for customer faults and queries relating to my clients telecomms services
This role would suit anyone who has experience working within an office based customer service role with a passion for technology.
Please note that this position will be a contract covering a maternity leave, with the possibility of going permanent.
Job Description
You will be dealing with .
You will be pro-actively keeping customer advised of the status of their fault or request.
Duties
• Providing 1st line troubleshooting for customer faults via phone and email. Resolving faults and requests on first contact where possible.
• Assigning faults and requests to tier 2 engineers with thorough troubleshooting notes where tier 1 resolution is not possible.
• Dealing with queries relating to Solar’s services. Referring any queries if necessary to the relevant team and member of staff and updating the customer promptly.
• Logging all support calls on the appropriate system or portal and ensuring full notes, details and progress of each ticket is kept on the system or portal.
• Ensuring customer has been updated as to the status of their ticket in line with SLA, either by email or phone
Person Specification
Desirable
If you have previous experience of providing telephone customer service with IT support / helpdesk this would be highly desirable.
Telecommunications industry experience
Helpdesk experience
Knowledge of the telecomms industry would be an advantage
Essential
Ability to work effectively under pressure
Exceptional attention to detail.
Excellent listening skills.
Excellent written communication skills.
Excellent problem solving and decision-making skills
Ability to work to own initiative.
Willingness to learn all aspects of product/service portfolio and internal processes.
A positive attitude to Information Technology in carrying out the responsibilities of the post.
Reed Specialist Recruitment Limited is an employment agency and employment business
An excellent opportunity for technically minded individuals with Customer Service experience to work for a rapidly growing organisation in the heart of Wiltshire. This role is office based and working for one of the leading providers of telecommunication systems.
This role will see you acting as as first line troubleshooter for customer faults and queries relating to my clients telecomms services
This role would suit anyone who has experience working within an office based customer service role with a passion for technology.
Please note that this position will be a contract covering a maternity leave, with the possibility of going permanent.
Job Description
You will be dealing with .
You will be pro-actively keeping customer advised of the status of their fault or request.
Duties
• Providing 1st line troubleshooting for customer faults via phone and email. Resolving faults and requests on first contact where possible.
• Assigning faults and requests to tier 2 engineers with thorough troubleshooting notes where tier 1 resolution is not possible.
• Dealing with queries relating to Solar’s services. Referring any queries if necessary to the relevant team and member of staff and updating the customer promptly.
• Logging all support calls on the appropriate system or portal and ensuring full notes, details and progress of each ticket is kept on the system or portal.
• Ensuring customer has been updated as to the status of their ticket in line with SLA, either by email or phone
Person Specification
Desirable
If you have previous experience of providing telephone customer service with IT support / helpdesk this would be highly desirable.
Telecommunications industry experience
Helpdesk experience
Knowledge of the telecomms industry would be an advantage
Essential
Ability to work effectively under pressure
Exceptional attention to detail.
Excellent listening skills.
Excellent written communication skills.
Excellent problem solving and decision-making skills
Ability to work to own initiative.
Willingness to learn all aspects of product/service portfolio and internal processes.
A positive attitude to Information Technology in carrying out the responsibilities of the post.
Reed Specialist Recruitment Limited is an employment agency and employment business
