This Job Listing is about Hays in Chesterfield,England,UnitedKingdom 2022
About the job
<!--> Job Type: Full-time
Salary: £25,000.00 per year plus bonus opportunities
8:30 to 5:30 – Monday to Thursday 8:30 to 5:00 on Fridays
Office based in Chesterfield
20 days holiday, increasing 3 days for each year of service to a maximum of 35
Extensive training
Auto enrolment Peoples Pension
The Person
- Adaptability - Revises plan in order to respond to requirements or others' preferences and also adjust strategy when necessary to achieve first class results.
- Creative Problem Solving - This is a key area and both short term and strategic problem solving is key
- Cross Cultural Respect - Can demonstrate an open mind without a prejudice attitude to the role.
- Customer Focus - Ensures that customer service is maintained at the highest level and therefore the customers’ requirements are promptly addressed.
- Drive for Results - Can meet deadlines for projects and maintain a high level on departmental metrics
- Interpersonal Relationships - Shares expertise with others through meetings and training. It is also imperative that you can cooperate and collaborate with all levels of employees.
- IT related experience necessary
- Good working knowledge of all Microsoft OS products.
- Experience of call and case management
- Experience with dealing with technical support issues
- Ability to speak well on the phone and record details via keyboard
Job Purpose/Summary
Primarily engaged in Service Desk 1st Line role working on the Service Desk. This involves triaging cases and handle de-escalations from the Service Desk Engineers. You will be required to deal with customer-based issues, monitor call queues and gather logs and technical information from customers. Call escalation when required and to report to the Service Desk Manager. Dealing with hardware escalations on a critical 4 hour SLA and when experienced provide an escalation point to customers on an out of hours rota. Responsibilities & Duties
- Monitor the Managed service customer environment
- Successful triaging of customer incidents on the service desk.
- Providing analysis, suggestions, solutions, resolution and advice to customers and to other internal teams.
- Monitor the incident queues to ensure cases are not left without an update.
- Provide first class response to customer with both logged and phone based queries.
- Troubleshooting and rectifying issues associated with customer solutions.
- Provide a seamless escalation to 2nd, 3rd and 4th line team.
- Creation of deployment documentation and knowledge-based articles.
- Provide technical solutions in a professional manner and to agreed timeframes within SLA.
- Build productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities.
- Able to understand business drivers and risks involved to the customer.
- Deal with hardware break-fix within the customer environment.
- Act as an escalation for customers on an out of hours Rota – when experience allows.
- Experience
- Preferably 6 months + experience of relevant technologies within the IT industry.
- Core Skills, Knowledge & Education
- Communication Skills - Solid communication skills, both written and oral, with very strong customer service orientation and win-win negotiation skills
- Administration - Performs administrative functions as required to manage the daily activities of the functional area.
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Company: Hays
Vacancy Type: Full Time
Job Location: Chesterfield,England,UnitedKingdom
Application Deadline: N/A
Apply Here
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