Technical Helpdesk Technician

Role: Technical Helpdesk Technician

Location: Barlborough, Chesterfield S43 4XA

Rate: £26.53 P/HOUR - Umbrella

Duration: 6 Months

Responsibilities

• Authorised to access, use or disclose customer information only when you need to do so to perform your operational duties. Any other access, use, or disclosure may only be made on receipt of additional authority from the information owner
• To ensure that calls are answered within PCA targets, using the agreed customer salutation.
• To meet or exceed bespoke/customer-specific SLA's, contractual commitments and internal Redcare performance measurements. This includes the day-to-day operational management of clients internal and third party suppliers.
• To accurately log, update and close event management tickets in a quality and timely manner as per the documented processes and take the required corrective action where quality issues are identified.
• To maintain and enhance working relationships with customers, suppliers and clients business units, to effect prompt fault repair, change / order implementation, highlighting areas of poor supplier performance to the Customer Operations Manager.
• To ensure that all agreed communication, notification and escalation processes (internal/external) are delivered e.g. customer updates

Skills Required for this Role:

• Technical fault co-ordination and wide IT / communications understanding
• Flexible attitude and team player
• Excellent Customer Focus and an understanding of Key Customer requirements
• Experience in dealing with internal and external Customers/Suppliers
• Good PC skills including MS Office suite (Outlook, Word, Excel, PowerPoint)

Desirable Skills and Experience:

• Working in a pressurised Operational Environment
• Proven ability to use Saleforce/Event Management System
• Knowledge of Alarm Management tools via Manitou, What's up Gold, Sales force etc
• Knowledge of Different Network Technologies Including Pstn, Mobile Data, Voip
• Service Desk Experience
• Desirable Knowledge of Line Testing and Network Fault Testing and Troubleshooting
• Experience of Fast Paced Environment