Technical Helpdesk Advisor (First Line Helpdesk)
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| Job Type | Permanent Full Time |
| Area | Cardiff, Wales |
| Sector | Sales and Customer ServicesIT |
| Salary | £21 - £22,000 OTE |
| Start Date | |
| Job Ref | PR5099h |
| Job Views | 229 |
- Description
- Contract Type: Permanent
Salary / Benefits etc.: £21 - £22k OTE.
Job Elements: -
Working on a shift rota covering 7 days per week. Basic salary is £18,000 plus shift payments makes average earnings £21-22,000
Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix
Working with customers to log and diagnose faults reported by customers about their on-site equipment and to ensure full functionality according to manufacturer’s specifications is maintained
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
Act as first point of contact for all helpdesk customer you will report escalations to relevant helpdesk staff in accordance with each customers’ relevant escalation procedure
Update call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced
Be part of the helpdesk rota working evenings and weekends
The ideal candidate will have:
PC and peripheral equipment hardware and software diagnostic experience.
Previous experience of working on a first line IT Helpdesk
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
High level of computer literacy and able to use Microsoft packages
GCSE Maths and English
Petrie Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.
