Service Desk 1st Line in Hays 2022 at Chesterfield,England,UnitedKingdom

Website Hays

This Job Listing is about Hays in Chesterfield,England,UnitedKingdom 2022

About the job

Job Type: Full-time

Salary: £25,000.00 per year plus bonus opportunities

8:30 to 5:30 – Monday to Thursday 8:30 to 5:00 on Fridays

Office based in Chesterfield

20 days holiday, increasing 3 days for each year of service to a maximum of 35

Extensive training

Auto enrolment Peoples Pension

The Person

  • Adaptability – Revises plan in order to respond to requirements or others’ preferences and also adjust strategy when necessary to achieve first class results.
  • Creative Problem Solving – This is a key area and both short term and strategic problem solving is key
  • Cross Cultural Respect – Can demonstrate an open mind without a prejudice attitude to the role.
  • Customer Focus – Ensures that customer service is maintained at the highest level and therefore the customers’ requirements are promptly addressed.
  • Drive for Results – Can meet deadlines for projects and maintain a high level on departmental metrics
  • Interpersonal Relationships – Shares expertise with others through meetings and training. It is also imperative that you can cooperate and collaborate with all levels of employees.
  • IT related experience necessary
  • Good working knowledge of all Microsoft OS products.
  • Experience of call and case management
  • Experience with dealing with technical support issues
  • Ability to speak well on the phone and record details via keyboard

Job Purpose/Summary

Primarily engaged in Service Desk 1st Line role working on the Service Desk. This involves triaging cases and handle de-escalations from the Service Desk Engineers. You will be required to deal with customer-based issues, monitor call queues and gather logs and technical information from customers. Call escalation when required and to report to the Service Desk Manager. Dealing with hardware escalations on a critical 4 hour SLA and when experienced provide an escalation point to customers on an out of hours rota. Responsibilities & Duties

  • Monitor the Managed service customer environment
  • Successful triaging of customer incidents on the service desk.
  • Providing analysis, suggestions, solutions, resolution and advice to customers and to other internal teams.
  • Monitor the incident queues to ensure cases are not left without an update.
  • Provide first class response to customer with both logged and phone based queries.
  • Troubleshooting and rectifying issues associated with customer solutions.
  • Provide a seamless escalation to 2nd, 3rd and 4th line team.
  • Creation of deployment documentation and knowledge-based articles.
  • Provide technical solutions in a professional manner and to agreed timeframes within SLA.
  • Build productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities.
  • Able to understand business drivers and risks involved to the customer.
  • Deal with hardware break-fix within the customer environment.
  • Act as an escalation for customers on an out of hours Rota – when experience allows.
  • Experience
  • Preferably 6 months + experience of relevant technologies within the IT industry.
  • Core Skills, Knowledge & Education
  • Communication Skills – Solid communication skills, both written and oral, with very strong customer service orientation and win-win negotiation skills
  • Administration – Performs administrative functions as required to manage the daily activities of the functional area.

#4297407
Company: Hays
Vacancy Type: Full Time
Job Location: Chesterfield,England,UnitedKingdom
Application Deadline: N/A

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