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IT Helpdesk (1st line support) - 12 month contract

Posted 22 March by Platinum Resourcing (UK) Limited Ended

You will provide excellent 1st line IT helpdesk support across the full range of software solutions to all internal and external customers, ensuring all queries are logged and resolved or passed over to the technical team if required. This is a fantastic opportunity to join a friendly team within a dynamic financial services company and comes with an excellent range of benefits. Please note: this role is a 12 month contract.

Please note: due to the company location a car driver with their own tranport is essential.

Key Responsibilities:

  • Developing and maintaining an in-depth knowledge of all financial products/services.

  • Answering and responding to incoming client calls and emails.

  • Obtaining all relevant information from the client and providing accurate support, information and services in response to their needs.

  • Efficiently investigating issues in liaison with relevant internal teams, including IT Operations, IT Development and Data Collection.

  • Viewing XML/CSV files to identify data errors to help resolve customer queries.

  • Ensuring customers understand how to use the software and interpret data.

  • Meeting defined timescales for initial response, issue replication, identification of severity level, next course of action and issue resolution.

  • Updating information in CRM system and ensuring progress is logged appropriately in internal support ticketing system.

  • Advising customers of relevant software updates, outages and changes.

  • Configuring software in line with client requirements within agreed SLAs.

  • Testing new software releases and patch fixes.

    Essential Skills/ Experience:

  • Experience of providing telephone based customer support, where individual cases are owned and managed from initial call to issue resolution

  • Excellent customer support skills, combining customer service with IT technical support

  • A genuine interest in, and willingness to learn about financial products including pension, investment and protection products.

  • High level of IT literacy, including good working knowledge of MS Office applications and a working knowledge of operating systems such as Windows and/or OSX and web browsers (IE, Chrome, Safari, Firefox, etc.).

  • Working knowledge of how firewalls, antivirus packages and pop up blockers can affect website functionality.

  • Good written and verbal communication skills, including an excellent telephone manner and confident outbound calling skills.

  • Strong administration and organisational skills, with the ability to plan and prioritise work to meet deadlines

  • Collaborative problem solving, involving liaison with other internal departments

  • Ability to work on a rota covering shifts from either: 08.00 -16.30/08:30-17:00/09:00-17:30 and willing to work outside of normal office hours if required to respond to business needs.

    Candidates' suitability for positions will be judged exclusively on criteria relating to qualifications, knowledge, skills, experience and attitude. There will be no discrimination on any other grounds.

    Due to the volume of applications for this vacancy Platinum Resourcing will only be contacting those candidates that we feel meet the strict criteria our client has stipulated. If you don't hear from us within 3 working days, please accept our apologies but we are unable to help you on this occasion. Follow us on LinkedIn, Facebook & Twitter for further vacancies.

Required skills

  • Customer Service
  • Operating Systems
  • Problem Solving
  • Software Solutions
  • Technical Support

Reference: 34233155

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