1st Line Helpdesk Support

3 days ago

West Bromwich, United Kingdom OPR Resourcing Specialists Full time

**1st Line Service Helpdesk Agent**

Our client is a global technology company and they are looking for a Service Helpdesk Agent to offer support and technical assistance to customers who have purchased solutions from them, support customers who need help completing tasks and troubleshoot problems where possible, triage incoming calls and assign to appropriate 2ndline team and provide regular updates to the customer on open tickets.

**Your key duties will be**:

- To provide 1st line technical support, answering support queries from customers
- To log all calls on the call logging system to the greatest level of accuracy and detail and maintain full documentation
- Maintain a log of any software or hardware problems detected
- Resolving problems remotely where possible as part of First Contact Resolution
- Following up with customers to ensure full resolution of issues
- Providing sufficient detail on the customer / end user facing issues to provide full resolution information
- Notify the customer of resolution of their issue when fixed by 2nd or 3rdline
- Running reports to analyse common complaints and problems
- Triage incoming calls effectively and allocate more complex service issues to the appropriate 2nd line team member
- Ensure adherence to the ITIL framework for ticket management processes (incident and problem management
- Work to SLA thresholds for incidents, requests and problems
- Prioritise incoming calls according to business criticality/impact/urgency
- Deal with 1st level escalations and complaints
- Process requests for service and consumables in a timely and accurate manner
- Experience as an IT Helpdesk Agent
- Good understanding of ServiceNow
- Understanding of ITIL - ITIL Foundation Certificate would be desirable
- High level of personal resilience
- Track record of innovating/problem solving within levels of responsibility
- Evidence of building constructive and influential relationships with all contacts
- IT Literate. Microsoft office Suite
- Minimum of 3 years Customer Care Experience
- Strong communication and customer service skills
- Numerate
- Be able to manage time and conflicting priorities

**Job Type**: Temporary contract

**Salary**: £10.50-£11.00 per hour

Schedule:

- Monday to Friday

Work Location: One location

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