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Helpdesk Support

Posted 21 March by Frankly Recruitment Easy Apply Ended

Helpdesk Technical Analyst

This role is a temporary position, however does have the flexibility to go permanent for the right candidate.

Hours for this role will be as stated below;

7.00 -15.30

9.00 -17.30


Based on 8 hours a day total 40 hours per week.

If the position does become permanent candidates would move to a 24/7 contract.

Job Purpose:

To provide professional customer focused, helpdesk support to customers. To troubleshoot the complex and technical support issues and feedback to the customer in a professional manner.

Key Accountabilities:

  • Be the key interface between the Customer and the company when helpdesk issues arise and to deal with these in a professional, calm and rational manner.
  • Have the ability to be proactive and to raise issues & concerns both internally and within the Customer to ensure that all expectations are managed and meet.
  • To always be proactive in the manner that you approach all tasks and Customer interactions - always be looking for ways to add value and to enhance the quality of the Services we provide.
  • Resolving technical support requests in a manner which retains the ongoing profitable relationships with our Customers.
  • Escalating support requests to 3rd parties (both internal and external) retaining ownership of overall resolution and the co-ordination of responses back to the customer.

Knowledge and Experience:

  • Enthusiastic personality with a passion for serving others - particularly our Customers.
  • Previous experience in working within a helpdesk or technical or IT environment
  • Excellent interpersonal skills to form effective working relationships with people at all levels - covering verbal, written and telephone manner.
  • Ability to demonstrate customer empathy, good customer interaction skills and strong communication skills.
  • Person with a high level of integrity, self accountable and self motivated
  • Excellent time management skills
  • Approachable manner with the ability to be a calming influence in a high stressed situation - especially when dealing with Customers and Internal resources.
  • Must have good Influencing and negotiating skills when dealing with both Customers and internally with other Depts.
  • Excellent organisational skills and the ability to understand detailed information and be able to analyse this data with a view to conveying this to our Customers.
  • Computer literate & a good working knowledge of Microsoft Office.
  • Ability to compile, interpret and analyse data and the present both the data and summary outcomes in a professional manner to both Customers and internal Depts.
  • Ability to be productive in a fast paced and dynamic environment.

Reference: 34738998

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