£12.00 - £13.00 per hour
8 months ago
Helpdesk Technician / Helpdesk Support x 6
Initially Remote - with travel to Erskine, Scotland
SC clearance or Eligible to apply for SC
£13.00 per hour / shift allowance - INSIDE IR35
ASAP start date
You will be responsible for the following;
Answer contacts promptly and professionally
Log/Validate all contacts on the provided case/call logging system.
Resolve customer queries using the relevant tools and systems
Manage end to end all contacts logged, providing regular updates to customers on ticket status.
Invoke Escalation Procedures within defined time frames
Work to achieve individual and team goals
To comply/complete desk specific or ad-hoc request/tasks/training.
Ensure Quality standards are adhered to in regards to both Cases & Calls.
Continuous documentation validation.
Protect confidential and sensitive information and materials.
Observe strict compliance to licensing, copyright and trademark legislation.
Accomplish other training as required.
Pro-actively seek support from escalation team via appropriate methods as required.
Escalate tickets to other resolution team for validation and further escalation.
Monitor ticket queues and handle tickets appropriately
Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).
Follow processes and procedures outlined in training.
Other requests & duties may be assigned as required.
All employees must make the utmost effort to follow all procedures and processes as outlined during training.
Proactively contribute to the achievement of service desk SLA's.