Technical Helpdesk Advisor

3 weeks ago


Cardiff, United Kingdom Petrie Recruitment Full time

**Contract Type**: Permanent

**Salary / Benefits etc.**: £19,300

**Job Elements: -**
- Working on a shift rota covering 7 days per week from 6am to 11pm. Additional payments made for evening/weekend work and some remote working available.
- To answer first line phone calls on the IT 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 technical team in contacting customers and engineers when required
- Working with customers to log and diagnose faults
- 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
- Update call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced
- Document quick fixes and customer specific information to grow the company’s knowledge base
- Strong interpersonal skills, the right attitude and effective communication style to build rapport with customers
- Excellent diagnostic skills
- High level of confidence to make decisions and use own judgement
- GCSE Maths and English
- Experience of dealing with customers directly in a first line environment
- Experience of working in a customer services environment
- PC and peripheral equipment hardware and software diagnostic experience.
- Previous experience of working on a first line IT Helpdesk
- Flexible and willing to work outside of business hours

Petrie Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.

**Job Type**: Permanent

**Salary**: £19,300.00 per year

Schedule:

- 8 hour shift

Work Location: One location

Reference ID: PR5268



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