Help Desk Advisor
1 month ago
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 11.30am-4.30pm)
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 self-starter 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
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