Technical Helpdesk Advisor (First Line Helpdesk)
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| Job Type | Permanent Full Time |
| Area | Cardiff, Wales |
| Sector | Sales and Customer ServicesIT |
| Salary | £19,300 |
| Start Date | |
| Job Ref | PR5268 |
| Job Views | 520 |
- Description
- Contract Type:Permanent
Salary / Benefits etc.: £19,300
Job Elements: -
Working on a shift rota covering 7 days per week from 6am to 11pm. Additional payments made for evening/weekend work and some remote working available.
To answer first line phone calls on the IT Helpdesk, this will include call logging and undertaking first line fixes, also directing calls to 2nd and 3rd line resolvers as required.
The role will also support the technical team in contacting customers and engineers when required
Working with customers to log and diagnose faults
Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site
Keeping customers informed at all times on progress of calls logged
Update call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced
Document quick fixes and customer specific information to grow the company’s knowledge base
The ideal candidate will have:
Strong interpersonal skills, the right attitude and effective communication style to build rapport with customers
Excellent diagnostic skills
High level of confidence to make decisions and use own judgement
GCSE Maths and English
Experience of dealing with customers directly in a first line environment
Experience of working in a customer services environment
PC and peripheral equipment hardware and software diagnostic experience.
Previous experience of working on a first line IT Helpdesk
Flexible and willing to work outside of business hours
Petrie Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.
