Help Desk Support Specialist

7 days ago

StainesuponThames, Surrey, United Kingdom ADP Full time

Do you have experience in providing technical/helpdesk/IT support? Are you looking for your next career move within a global company? If so then please read on

Location: Our Staines office - 2 Causeway Park, The Causeway, Staines-upon-Thames, TW18 3BF

Hybrid working: 3 days in office and 2 days from home

Working hours: 37.5 hours per week, Monday to Friday 9:00am to 5:30pm

We are seeking future colleagues to join our dynamic team in Staines, with a technical and customer focussed mind-set who are keen to develop, build a fruitful career and become the leaders of tomorrow.

This is a technical role so you will be fully trained to troubleshoot both the Time & Attendance related hardware & software that you will be supporting in this role.

Please note: you must be based in the UK within a commutable distance to our Staines office. We do not provide sponsorship.

Overview:

The Time & Attendance team handles queries from clients who use ADP Time & Attendance products as a solution to their human capital management needs. They are responsible for championing our clients within ADP and are accountable for delivering supportive, accurate and timely responses to our clients. We are looking for people that have a technical background with a genuine interest in putting our clients at the heart of everything they do, whilst at the same time being enthusiastic about learning our products and services to be able to deliver excellent service in a hardworking but fun team environment.

Key Responsibilities:

  • Voice of ADP to client for resolution of queries over the phone, webchat and via eService to ADP Clients
  • Researching and modifying ADP's systems to meet clients' specific needs
  • Making sure that current product systems are understood and utilised appropriately
  • Working to ensure all agreed Service Level Agreements (SLA's) are adhered to
  • Ensure delivery of optimal service and the improvement of client retention & satisfaction
  • Sharing knowledge within ADP to proactively support clients across all service offerings
  • Serving as client liaison within ADP providing professional communications in answering client questions regarding Time and Attendance, product, and all supporting systems
  • To continually keep clients updated with progress of status on incidents requiring further work to resolve to effectively manage client expectations
  • To ensure all incidents are logged and client provided with a CRN number to support our tracking process and reporting mechanism
  • Work with other ADP Departments to deliver an accurate and timely response to the Client queries/Service requests.
  • Identifying, suggesting, and implementing service, process, and product improvements for the benefit of the Client, Team, Department and ADP.

Requirements:

Knowledge:

  • Microsoft Office inc. Excel and Outlook
  • Previous Helpdesk/Call Centre background
  • Strong Customer Service skills & experience

Skills:

  • Ability to remain calm under pressure and deliver consistent and high quality service to clients
  • Analytical approach to problem solving and decision making (inc. root cause)
  • Able to quickly assimilate and retain new information
  • Effective team player who supports and helps their colleagues

Benefits:

  • 23 days holiday (increasing to 25 after 2 years, you can also buy and sell up to 5 days each year)
  • Flexible benefits — private medical insurance, excellent pension scheme, subsidized gyms, employee discount portal, life assurance cover, annual kids pass membership and many more
  • Paid Study support
  • Employee Assistance Program
  • Competitive salary
  • Company social events
  • Annual discretionary bonus

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