Helpdesk Agent

Helpdesk Agent

Location: Basingstoke

Salary: £26,000 - £28,000

My client in Basingstoke is looking for a candidate to come on board and join the Helpdesk team. You will triage and support all customers reporting issues, to assist in ensuring the efficient working of the inhouse Helpdesk team while delivering exceptional customer service to our clients.

Responsibilities:

Ensure all faults are dealt with efficiently and that the fault is triaged, reported and resolved within SLA.

Maintain relationships with key partners, ensuring we provide a unified service from supplier to client.

Develop, implement and maintain procedures of best practices and standards.

Monitor issues to define patterns and work to lessen these recurring issues.

To ensure we are regularly communicating with clients while exceeding their expectations.

Collating and communicating fault information to ensure quick resolution

Accurately triaging all tickets and passing to relevant support team for those not resolved by Service Assurance

Co-ordination of internal and external resource

Liaising with Group Networks and other surrounding support teams on faults/assurance

Ensure constant improvement of customer experience and Service Assurance knowledge.

Skills:

Positive can-do attitude

Strong customer service skills

Strong communication skills

Comprehensive industry knowledge

Great attention to detail

IT Literate

Decision making skills

Proven problem-solving attitude

Ability to coach others.

Experience working in a problem solving environment

Interest in Technology and Innovation