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1st Line Support / Helpdesk
This job has expired, and cannot be applied for.
- Posted By: CJE Resourcing
- Address:
- Contact: 01252 517778
- Date Posted: 14th Sep 2008
- Salary: £17 - £22
- Location: Farnborough (Gu14)
- Reference Code: Ref: 01207
- Views Since Posting: 58
- Full Description:
My client is seeking an immediate Helpdesk / 1st line support operative for an ongoing booking
You will be a confident communicator and able to deal with helpdesk issues.
You will be available on an ongoing basis with immediate effect.
The 1st Line Support Engineer is the clients front line customer service representative. The primary function of the role is to take customer calls regarding the clients services and handle them according to CSC processes, performing basic tasks to resolve faults and answer queries then escalate calls as necessary.
The role:
- Answering customer telephone calls in a timely and professional manner.
- Monitoring customer support requests submitted via email.
- Communicating with the customer and using a good understanding of the clients services to ensure a full understanding of the issue or query.
- Logging customer calls as tickets within the helpdesk system in a clear, concise and professional manner, ensuring all the necessary details are accurately captured.
- Progress 1st line calls, keeping customers updated, according to the commitments in the customers’ SLA.
- Performing 1st line technical diagnostics and fixes of customer fault calls, based on scripts and documentation supplied.
- Logging and progressing support calls with suppliers where needed to resolve 1st line support issues.
- Escalating customer fault calls to 2nd line where necessary.
- Answering customer queries regarding the capabilities of the clients services.
- Advising customers on the usage and configuration of user-configurable options and settings.
- Advising customers on the usage of Service Change Requests for the clients services and aiding the customer to complete a request where necessary.
- Advising management of patterns appearing in customer calls, to enable the identification of chronic faults or areas of confusion.
- Proactively notifying customers of faults detected by the NMS via the NOC.
You will
Have excellent attention to detail
Communicate in an effective friendly manner
Aim to meet customers needs at all times
Be well presented & conscientious
Have the relavant technical experience to carry out the role
For the right candidate this position will lead to permanent
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