Help Desk Agent

7 months ago

London, United Kingdom Aubay Full time

LOCATION

**Kensington, London**:

- Hybrid- SALARY

**£35k-£40k**:

- EXPERIENCE LEVEL
- Entry- Junior- Mid- Senior- Expert- OUR CLIENT

Aircraft Management Company
- SPECIALTY

Private Jet Fractional Ownership
- INDUSTRY

Aviation
- COMPANY SIZE

7500+ Employees
- AUBAY'S TAKE

Our client is the first private business jet charter and aircraft management company in the world. They sell fractional ownership shares in private business jets and provide the highest level of excellence to their customers, striving to elevate the way they travel.
- BENEFITS FROM AUBAY
- At Aubay UK, people are at the heart of our business. We offer a competitive remunerations package which includes a range of benefits. You will receive continuous support from our dedicated team of Talent Acquisition Specialists who will support your career development and success during your assignment with our client.
- 25 Days Annual Leave- Perkbox Discount Scheme- Work From Home Opportunities- Pension Scheme- Opportunities to Work Directly with our Client- Training Opportunities- Discount Holidays at I'Aero Chalet**HAVE QUESTIONS?**:
Contact Paula

**Role Summary**:

- Aubay is seeking a Help Desk Agent to be responsible for providing expert solutions to technology problems reported by our client’s employees in a 7x24x365 service desk environment. This position entails delivering superior customer service, accurately logging tickets, effectively transitioning and escalating unresolved problems, and maintaining a knowledge-based system of common reported problems and resolutions. The Help Desk Agent will also provides timely and accurate notification to other IT staff members of tickets being passed to them for resolution and escalates reports of chronic or unresolved problems to the appropriate team lead or manager.**Essential Qualifications**:

- Minimum 2 years of information technology experience supporting inbound customer requests.
- Minimum 2 years of experience in a fast-paced help desk or customer service environment.
- Proficiency in mobile device management solutions in an environment of 1000+ devices.
- Familiarity with Active Directory and Microsoft Outlook Exchange environments.
- In-depth familiarity with various telecommunications devices.
- Excellent listening, questioning, and customer service skills.
- Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.
- Ability to maintain composure, tact, and effectiveness under stressful conditions.
- Ability to organize information, efficiently manage time, and balance multiple priorities.
- Detail orientation, organization skills, and problem-solving.
- Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.

**Responsibilities and Essential Functions**:

- Provide technical assistance and problem resolution for employees requesting help on IT related issues or questions in a courteous, professional, thorough, and concise manner.
- Demonstrate a commitment to providing superior customer service.
- Provide reliable customer-focused coverage of the IT department help line during normal business hours and on-call support as necessary to support our global 7x24x365 operation.
- Support the installation, configuration, documentation, and ongoing usability of desktop computers, peripheral equipment, and voice communication devices.
- Support software delivery, updates, and patching to business users in an effective manner.
- Provide support, troubleshooting, and repair of mobile and other mobile devices.
- Follow up on open tickets and confirm successful resolution with the client.
- Maintain content within a knowledge-based computer system through data entry of commonly reported problems, questions, known resolutions, and troubleshooting steps.
- Assist on Service Desk, Wireless, and Desktop Support related projects and activities as assigned by management.
- Manage customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and IT.
- Provide support to Prod Support team and various project tasks as assigned.
- Document and communicate related IT standard policies and procedures as defined by management.
- Generate statistical reports for management as requested.
- Maintain detailed, accurate end-user account information and related distribution lists.
- Provide technical assistance and problem resolution for employees requesting help on computer or network related issues or questions.
- Assist on related projects and activities as assigned by management.
- Adhere to time and metric tracking.

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