1st Line Support – Godalming

Our managed service client work with top technology partners to offer IT consultancy and delivery solutions to businesses and offer a professional friendly environment with excellent customer service being at the heart of their business! Due to continued success an exciting opportunity has arisen for a Customer Service Executive with an interest in IT or a Graduate with strong customer service skills to join their service desk team. This is an excellent opportunity for a candidate looking for an entry level role into the technology sector!

Job Description

Working as part of the Service Desk Team, you will be the first point of contact for customers, partners and internal departments:

• Answering incoming telephone calls to the Service Desk, dealing with calls promptly in a calm and professional manner and re-directing appropriately to other individuals or departments
• Raising IT tickets in the Service Desk Toolset with a high level of detail and content captured to enable IT analysts to action resolution as quickly as possible and within Service Level Agreements
• Prioritising work and allocating work items to IT analysts work queues, ensuring priority tickets are allocated and responded to within the relevant timescale
• Carrying out customer call backs in line with Service Desk Team Leader instructions
• To achieve a high degree of customer satisfaction, applying logic and common sense to requests for assistance, ensuring that using identified criteria, issues are escalated in accordance with procedures.

 

Main responsibilities:

• Receiving and actioning telephone and email requests for IT services, in accordance with the Service Desk procedures, answering calls in a professional and personable manner
• Working within the IT Service Desk toolset to raise, update and close down incidents
• Undertaking basic IT tasks such as user password resets. (training will be provided)
• Updating documentation
• Carrying out customer call backs to ensure good customer service is maintained throughout the lifecycle of incidents
• Incident assignment
• Monitoring of the Service Desk support inbox
• Reporting customer complaints or escalation requests to Service Desk Team Leader

 

Person Specification

Experience

Essential:

• Microsoft Office proficiency
• Computer Literacy skills
• Customer service experience including taking telephone calls

Desirable:        

• Experience of working within a Service Desk ticketing system

 

Skills

Essential:

• • Excellent telephone and written communication skills
  • Computer literacy and keyboard skills with a high degree of accuracy
  • Good communication skills
  • Team player
  • Ability to work on own initiative
  • Ability to work under pressure

 

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.