Job Title: Technical Helpdesk Advisor
Various Shifts available
Main Tasks and Objectives
Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix
Working with customers to log and diagnose faults reported by customers about their on-site equipment and to ensure full functionality according to manufacturer’s specifications is maintained
Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site
Keeping customers informed at all times on progress of calls logged
Act as first point of contact for all helpdesk customer you will report escalations to relevant helpdesk staff in accordance with each customers’ relevant escalation procedure.
Update Metrix and TOPdesk call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced.
Manage workload to meet customer needs and ensure the communication is maintained with contact centre, field service manager and customer service delivery managers as and when necessary.
Be part of the helpdesk rota working evenings and weekends.
Work to successful KPI targets set by the team leader and IT helpdesk manager.
Document quick fixes and customer specific information to grow the company’s knowledge base.
Amour Recruitment are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Amour Recruitment have three dedicated divisions, to include Office & Professional, Technical & Engineering and Industrial & Driving.
If you're looking for a new opportunity, one of our experienced consultants will be happy to have a confidential conversation with you and give you more details on this role or any of our other vacancies.
Apply now for more details.