Technical Helpdesk Advisor
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| Job Type | Permanent Full Time |
| Area | Cardiff, Wales |
| Sector | IT |
| Salary | £18k plus shift pay |
| Start Date | |
| Job Ref | PR5028 |
| Job Views | 317 |
- Description
- Job title of vacancy: Technical Helpdesk Advisor
Contract Type: Permanent
Salary: £18k plus shift pay
Job Elements: -- - To answer first line phone calls on an 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 existing Technical Services team in contacting customers and engineers when required
- - Working with customers to log and diagnose faults reported about their onsite equipment and to ensure full functionality according to manufacturer’s specifications is maintained.
- - Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix.
- - 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.
- - Manage workload to meet customer needs and ensure the communication is maintained with contact centre and area manager if necessary.
- - Work to successful KPI targets set by the Team Leader and Helpdesk Manager.
- - Document quick fixes and customer specific information to grow the company’s knowledge base.
The ideal candidate will have:- - GCSE Maths and English
- - Multi lingual (French, German, Spanish – northern European languages) would be an advantage, but not essential, along with a technical background or interest.
- - Strong IT knowledge
- - Knowledge in using Active Directory
- - Ability to use remote access software
- - PC and peripheral equipment hardware and software diagnostic experience.
- - Previous experience of working on a first line IT Helpdesk
Petrie Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.
