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Technical Support Specialist

2 months ago

Peterborough, Peterborough, United Kingdom Global Technology Solutions Ltd Full time
Position Overview:
As a Service Desk Analyst at Global Technology Solutions Ltd, you will play a crucial role in providing exceptional support to our clients. Your primary responsibility will be to assist users with technical issues and ensure their inquiries are resolved efficiently.

Key Responsibilities:
  • Manage and update incidents logged in the Incident Management system, delivering technical solutions to end users within established Service Level Agreements.
  • Maintain proactive communication with customers regarding the status and progress of their incidents or requests.
  • Escalate incidents that cannot be resolved on the first attempt to the appropriate support teams.
  • Adhere to established Incident Management procedures to ensure consistency and quality of service.
  • Monitor and resolve incidents while ensuring customer satisfaction through regular updates and effective communication.
  • Stay informed about current standard operating procedures and best practices.
  • Continuously enhance your knowledge and skills through client interactions, industry resources, and training opportunities.
  • Collaborate with team members during meetings to discuss service improvements and share insights.

Required Skills:
  • Fluency in both Hungarian and English, with strong communication abilities.
  • Extensive experience in customer service roles.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Ability to communicate and type in English at a professional level.
  • Strong problem-solving skills with a proactive approach to incident resolution.
  • Educational background equivalent to GCSE Level in Maths and English.
  • IT certifications are advantageous but not mandatory.

If you believe you possess the necessary qualifications and skills for this role, we encourage you to consider this opportunity.