Helpdesk Technicians - Peterlee

Help Desk Technicians x 9

• Between £13.25 per hour Umbrella / £10.40 PAYE

• Fully remote work / base is 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)

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.