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Helpdesk Analyst job in Middlesex

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Job Ref:  204797450
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Middlesex
City:  Middlesex
Post Code:  HA0
Salary:  £19000 - £21000/annum + excellent benefits + training
18/10/2016 02:19
My Client is seeking an experienced helpdesk / service desk / customer support professional to join a busy support desk acting as the first point of contact for customers who require technical assistance for the flagship business solutions product that is employed by internal users and external customers alike.

Working in a team environment, supporting customers between Monday to Friday (08:00 to 17:30) team members will be required to take calls, log incidents and aim to provide some form of resolution to the customers problems before escalating to the more technical teams.

The supported product is key to the company's business activities which operates 24x7x365 and candidates must be willing to provide the highest levels of service at all times.

Ensure the information provided is always clear and concise and the customer benefits from a First Time Resolution to minimise further incoming calls.

Keep internal and external customers regularly informed on the progress of the problem investigation to manage customer and the network expectations.

Handle customers' enquiries, and objections, in a professional manner to maintain the customer's commitment to the business


Take first line calls into the Helpdesk.

Capture and record all data in a methodical manner

Ensure system checks are made and the customer is advised accordingly of any restrictions or additional information requirements.

Ensure and promote the (correct) use of the application to resolve any challenges or issues.

Ensures that the investigation and resolution of problems are managed in a timely manner and escalated when required

Ensures that incidents and problems get fully documented

Accurately records all work undertaken

Provide Out of Hours support, including Bank Holidays on a rota basis, approx 1 week in 12.

Manage WebChat, providing a timely response to customer queries. This will be on a rota basis.

Key skills

• Analytical & conceptual thinking
• Strong attention to detail
• Strong understanding of business support systems and web based technologies
• Excellent communication skills (written and verbal)
• Strong interpersonal skills
• Knowledge and understanding of product & services (Training will be provided).

Technical Knowledge and Skills.

• Understanding of online systems and web technologies
• Technical understanding of varied applications

Other Knowledge and Skills

Proven Customer Service skills and experience of dealing with and resolving difficult customer issues.

This is a superb opportunity to join a company that is a household name and join a team that prides itself on its superb customer support and problem resolution skills. If you're a customer service super star who fits this bill, then call us today to find out more.

Avocet Strategic Resourcing is acting as an employment agency in regard to this role and does not discriminate on grounds of race, sex, marital status, religion or belief, sexual orientation, age or disability.

All applicants must be eligible to live and work in the UK to apply for this role.

Please note that every application received is personally reviewed by our team and Avocet Strategic Resourcing does not use automated screening tools
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