Call Centre/customer Service Agent/ Service Desk
6 days ago
We have a fantastic opportunity for experienced Call Centre / Service Desk / Call loggers/ First Line support Analysts in Hampton, Peterborough.
this role is an onsite position
You will need to have experience of working In a call centre or service desk role.
Various Shifts. 7.5 hour shift. Desk covered between 08:00 - 20.30 and will include a Saturday and Sunday shifts on a rota basis
Contracts min 3 months, with a potential to going perm long term.
Key responsibilities
1st Line Support of Software / Hardware related incidents.
*Accurately log incidents and ensure all relevant data is captured.
*Direct first hand ticket ownership.
*Regularly update incidents logged on the ITSM and manage the ticket assigned to your group.
*Maintain a high level of First Contacts Fixes.
*Proactively keep customers informed on an incident / request status and progress.
*Escalate incidents to the relevant resolver group where first time fix is not possible.
*Adapting and keeping up to date with current standard procedures.
*Proactively maintain and develop technical knowledge.
*Escalate potential service / problem issues initially with the relevant management / departments.
*Act as a role model for new members of the team and assist with training where required.
Knowledge and Experience
*Excellent time keeping.
*Excellent spoken / written communication skills.
*Relevant Customer service skills
*Previous experience within an IT support environment.
*Industry recognised qualifications in relevant area is desirable (i.e. MCP / CCNA / CompTIA)
*Experienced in the following:
oWindows Operating Systems
oApplication troubleshooting (Teams, Outlook, Word etc)
oHardware troubleshooting (desktop, laptop, phones)
oRemote Support
oCustomer Service
*Experienced in the following desirable:
oCitrix
oMS Administration of AD, Exchange, O365
oSCCM
oMDM (such as Intune)
*Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
*Experience of working to SLAs, KPIs and to be able to accurately describe their purpose is desirable.
Personal attributes
*Positive, enthusiastic and supportive individual.
*Effective communication skills.
*Ability to take ownership of incidents and progress to resolution.
*Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
*Ability to work in a team and to support team members.
*Creative troubleshooting skills and inquisitive nature.
*Passionate, professional, with a 'can-do' attitude at all times
*Proactive thinking
*Ability to work in office and remotely
Global Technology Solutions is acting as an Employment Business in relation to this vacancy..
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