Help Desk Assistant

Hi, we're recruiting for Help Desk Assistants to work for one of our prestigious clients based in Edinburgh This will be a
**hybrid **working role allowing you to work a few days from home per week. On top of this, you will also be able to accrue a 10% bonus from hitting your targets.

**Title**:Help Desk Assistant

**Location**:Edinburgh (EH8, Hybrid)

**Duration**:6 months (Highly likely to be extended)

**Hours**:Mon - Fri, 09:00 - 17:00

**Role Purpose**

The role will provide first point of contact for Finance & IT enquiries covering the e-Learning and library services to the staff and students.

**Main Responsibilities**

The post holder will be expected to adopt the most appropriate response to resolve the majority of general enquiries first time, triaging more complex enquiries to the appropriate teams.
- Logging calls in the call management system and processing through to completion. Other regular administrative tasks.
- Managing end user communications in relation to service events.
- Undertaking any other duties related to the post and to support the effective operation.

**Planning and Organising**
- Manage calls coming into the Helpline, dealing with those at first line, or escalating to background teams as appropriate.
- Communicate details of system problems to colleagues, other areas within Information Services and the community as appropriate.
- Helpline duties are largely determined by the number of users seeking assistance: the post holder must be able to effectively prioritise their work in a busy environment.
- The post holder is responsible for completing delegated duties to a high standard within the allocated time without direct supervision and with discretion over planning, organisation and prioritisation.

**Knowledge, Skills and Experience Needed for the Job**

Essential
- Customer focus and proven customer service skills.
- Good written and verbal communication skills
- Attention to detail

Desirable
- Experience in a relevant enquiry driven environment, where customer focus is high.
- Experience of working at IT support desk.
- Experience of developing and maintaining co-operative relationships, demonstrating a team spirit in working to continually enhance services.

**Dimensions**

The Helpline & Finance service provides easy access to information and services for staff and students as and when they need them:

- Delivering frontline services
- Resolving the majority of IT enquiries first time (target 65%)
- Working collaboratively with staff to ensure queries are resolved

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

To speak to a recruitment expert please contact Ben Coles