Helpdesk Support x 6

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.