![Hays Specialist Recruitment Limited](https://contents.bebee.com/companies/gb/hays-specialist-recruitment-limited/avatar-bxoIf.png)
1st Line Support
2 weeks ago
(Please note I am currently not working on any roles that can offer sponsorship in the UK)
Your new role
To offer first-line technical assistance to employees, volunteers, and third-party cooperation organisations.
Key responsibilities:
- To improve the client experience, respond to coworkers as soon as possible.
- Pay close attention to what coworkers say while gathering important details.
- Accurately capture and track interactions with coworkers, and be able to obtain and amend information to support management reports.
- Keep secret and confidential any sensitive information.
- Maintain best practises for effective communication with coworkers by working with management.
- Look for ways to limit the amount of work that colleagues must do (especially monotonous, lowvalue work), and if necessary, produce user manuals and support materials for them.
- Identify operational hazards and raise awareness with supporting evidence during team meetings.
- Have regular meetings with the team leader and share your thoughts on how to enhance the team's response times and customer service culture.
- Whenever possible, make sure that incoming Service Desk tickets are raised accurately and allocated to the appropriate support team.
- Offer firstline remote assistance to coworkers, volunteers, and thirdparty collaboration organisations.
- Based on the urgency and impact on the business, prioritise and manage numerous tickets at once.
- Passing along incidents to second
- Create and maintain knowledge base articles to aid in the growth of the Service Desk Knowledge Base.
- Continue to look for ways to improve reliable service delivery.
- Strong interpersonal skills.
- A strong focus on providing excellent customer service and the capacity to ask insightful questions to elicit crucial information
- Knowledge of how to assist clients in a busy service desk or clientfacing setting
- Understanding of computing devices, such as thin clients, desktops, laptops, tablets, and smartphones (iPhone and Android).
- Working knowledge of widely used operating systems, such as Windows 10, Microsoft Exchange 2013, Active Directory, Azure, and Office 36
- Support knowledge of webbased programmes including Office 36
- The capacity to set priorities, adhere to time constraints, and maintain composure under stress.
- The capacity to defuse potentially tense situations and maintain composure and reason when interacting with difficult coworkers.
- 37.5 Hours per week
- 25 days annual leave
- Pension Scheme
- Fully Remote / Flexible working
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
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