Helpdesk Advisor

2 weeks ago

Cardiff, United Kingdom Brook Street Full time

To answer first line phone calls on the companies helpdesk, this will include call logging and undertaking first line fixes, also directing calls to 2nd and 3rd line resolvers as required. The role will also support the companies technical services teamin contacting customers and engineers when required.

**Job Role**
- Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix
- Working with customers to log and diagnose faults reported by customers about their on-site equipment and to ensure full functionality according to manufacturer's specifications is maintained
- Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site
- Keeping customers informed at all times on progress of calls logged
- Act as first point of contact for all helpdesk customer you will report escalations to relevant helpdesk staff in accordance with each customer's relevant escalation procedure

**Requirements**:

- Previous Administrator, Call Centre or Customer Service experience is preferred
- Preferred to be Cardiff based
- To demonstrate honesty, integrity and flexibility
- To be transparent in operations
- To be committed to the companies customers

Based in the companies Cardiff office. Full-time permanent role working on a rotating shift pattern with some weekend and evening work involved.

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