Customer Service Support Specialist

2 days ago


Hereford, Herefordshire, United Kingdom Leidos Full time
About the Role

We are seeking a highly skilled Customer Service Support Specialist to join our dynamic team. As a Technical Assistance Professional, you will provide exceptional support to our clients, ensuring their IT needs are met with prompt and professional service.

In this role, you will be responsible for providing first-line technical assistance for issues related to computer systems, software, and hardware. You will also maintain accurate records of ticket progress on our internal service desk system, ensuring all users receive a high level of IT support.

Your duties will include responding to interactions via various channels, including phone, email, and formal ticketing systems. Where necessary, you will categorize and route interactions to second-line resolver teams or third-party contractors.

A key aspect of this role is maintaining high levels of customer satisfaction by promptly and professionally addressing client enquiries and escalations. You will work closely with Team Leidos business partners and other core service providers to deliver exceptional service.

To succeed in this position, you must possess excellent time management skills, able to prioritize tasks at short notice with minimal supervision. Continuous identification and monitoring of support workload are essential to ensure timely and effective application and hosted environment support.

This is a full-time, on-site role with no option to work from home. A 5-hour daily shift between 7am and 7pm Monday to Friday is required.



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