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Help Desk Advisor

3 months ago

Salisbury, Wiltshire, United Kingdom Nicholas Howard Full time
My client an international aerospace organisation is recruiting a Help Desk Analyst

The role is a part time position based at Warminster working 20 hours per week (Week 1 5 days 12.30pm

  • 4.30pm. Week 2 4 days 11.30am4.30pm)
The successful person will be responsible for but not limited to:
Using the call handling system to respond to Helpdesk calls:

  • Open a record with the call details on Remedy Incident tracking system
  • Incident problem handling and resolution, where possible
  • Escalation of complex Incidents to 2nd line support
  • Providing call status feedback to initiator
  • Contribute to successful delivery of Service Level Agreement
  • Inform and agree with initiator the delivery of incident resolution / workaround
  • Close incident on call tracking system

Experience Required

Essential

  • Have a good working knowledge of Microsoft Office suite
  • Be a selfstarter with willingness to learn from colleagues
  • Be a good team player and able to use own initiative
  • Have good communication skills

Preferable

  • Previous experience in a customer service/help desk role
  • Remedy or equivalent incident management software
  • Experience of working with Military and MoD personnel