Technical Helpdesk Advisor (First Line Helpdesk)

Permanent @Garniche Jobs UK in IT
  • Cardiff, South Glamorgan View on Map
  • Post Date : February 28, 2023
  • Apply Before : April 20, 2023
  • Salary: $19,300.00 - $19,300.00
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Job Detail

  • Job ID 331388

Job Description

Contract Type: Permanent

Salary / Benefits etc.: £19,300

Job Elements: –

* Working on a shift rota covering 7 days per week from 6am to 11pm. Additional payments made for evening/weekend work and some remote working available.

* To answer first line phone calls on the IT Helpdesk, this will include call logging and undertaking first line fixes, also directing calls to 2nd and 3rd line resolvers as required.

* The role will also support the technical team in contacting customers and engineers when required

* Working with customers to log and diagnose faults

* Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site

* Keeping customers informed at all times on progress of calls logged

* 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:

* Strong interpersonal skills, the right attitude and effective communication style to build rapport with customers

* Excellent diagnostic skills

* High level of confidence to make decisions and use own judgement

* GCSE Maths and English

* Experience of dealing with customers directly in a first line environment

* Experience of working in a customer services environment

* PC and peripheral equipment hardware and software diagnostic experience.

* Previous experience of working on a first line IT Helpdesk

* Flexible and willing to work outside of business hours

Petrie Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers