Helpdesk Support Specialist

1 week ago


Southampton, Southampton, United Kingdom WHD Full time

Job Summary:

WHD is seeking a skilled Helpdesk Support Specialist to join our team in Southampton. As a Helpdesk Support Specialist, you will provide second-level support to external customers and partners, answering incoming calls and responding to inbound communication on cases.

Key Responsibilities:

• Provide second-level support to external customers and partners.
• Answer incoming calls from customers and respond to inbound communication on cases.
• Monitor group email queue to respond to customer issues logged through our web portal.
• Identify, analyse and resolve customer issues, documenting work in case notes and knowledge base articles as well as escalating issues as appropriate.
• Participate in knowledge transfer activities including passing on information to our 1st level teams and partner support teams.
• Address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated.
• Ensure customers are kept up to date on the status of their case.
• Coordination and direct involvement in operational problem resolution for customers across the globe.

Requirements:

• 2 years + experience in technical helpdesk support role.
• Technical skills in SQL and database management (preferred).
• Working knowledge of Windows operating systems from Windows 7 onwards.
• Basic networking knowledge.
• Exceptional customer services skills.
• Ability to independently work as a contributing member in a high-paced and focused team.
• Excellent Team Working skills, with a healthy understanding of the importance of attendance and timekeeping.
• Excellent written and verbal communication skills.
• High level of self-organisation and attention to detail.
• Strong problem-solving and analytical skills with the ability to work under pressure.
• Highly motivated self-starter with a desire to help others and take action.



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