Peterlee, County Durham
£12 - £13 per annum
3 months ago
Help Desk Technician x 9
Between £12.00 - £13.00 per hour DOE
Based in Peterlee
3 month contract / likely transition to perm
First 2-3 Weeks will require travel to site for training (Some days you can train remotely from home)
6 Week Shift Pattern (Office open 8AM - 10PM)
Weekend work involved ( Some weekends longer than others)
Have to be flexible with hours
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).
Customer Service and Communication:
Experience in communication with customers.
Ability to communicate effectively - oral & written.
Ability to communicate effectively with different groups.
Ability to follow specific processes and procedures.
Demonstrates high level of customer satisfaction in previous positions.
Experience on Process Managed Environment
Fluency in English and/or required supported language.
Experience working in a Finance environment desired.
Problem Solving Techniques:
Ability to identify customer issues.
Ability to apply analytical and investigative skills to resolve customer issues.
Ability to handle challenging support situations.
Ability to convey knowledge to others.
Ability to adapt to a changing environment.
Strong team working skills.
Technical skill with Windows OS Platforms.
Microsoft Office Suite, including Outlook.
Knowledge of printer hardware
Knowledge of Local Area Networking