Helpdesk Technician - Peterlee

Help Desk Technician x 9

  • Between £12.00 - £13.00 per hour DOE

  • Based in Peterlee

  • Inside IR35

  • 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

Job Description

  • 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.

Personal Interaction:

  • Ability to convey knowledge to others.

  • Ability to adapt to a changing environment.

  • Strong team working skills.

Technical Requirements:

  • Technical skill with Windows OS Platforms.

  • Microsoft Office Suite, including Outlook.

  • Knowledge of printer hardware

  • Knowledge of Local Area Networking

  • Internet