Contract Type: Permanent
Job Elements: -
·To answer first line phone calls on an IT Helpdesk, this will include call logging and undertaking first line fixes, also directing calls to 2nd and 3rd line resolvers as required.
·Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer onsite.
·Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix.
·Keeping customers informed at all times on progress of calls logged.
·Act as first point of contact for all Helpdesk customer you will report escalations to relevant helpdesk staff in accordance with each customers’ relevant escalation procedure.
·Be part of the Helpdesk rota working evenings and weekends.
·Update call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced.
·Document quick fixes and customer specific information to grow the company’s knowledge base.
The ideal candidate will have:
·Experience of dealing with customers directly in a first line environment.
·Excellent customer services skills
·Excellent diagnostic skills
·Confidence to make decisions on own judgement.
·Interpersonal skills to diffuse difficult situations.
·Can cope with an environment of change and help to facilitate.
·Strong verbal and written communication skills and in particular using the telephone.
·Competent PC user including Microsoft package.
·GCSE Maths and English
Petrie Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.
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