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Fresh Recruitment Cardiff
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Cardiff, South Glamorgan
Technical Helpdesk Advisor
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Salary: £18,000 per annum & overtime |
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Overview
Our client on the outskirts of Cardiff are looking for a Technical Helpdesk Advisor to answer first line phone calls on their 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. Main Tasks and Objectives • Working with customers to log and diagnose faults reported by customers about their onsite 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 onsite. • 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. • Be part of the helpdesk rota working evenings and weekends. • 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. Hours: 37.5 (FT) Salary: £17,000.00 pa plus overtime and shift premium Shifts: Varied depending on rota – 8.00 a.m. – 4.30 p.m.; 9.00 – 5.30 p.m.; 2.30 p.m. – 11.00 p.m. – Monday to Sunday This job was originally posted as www.totaljobs.com/job/89329944