Recruiter

Eligo Recruitment Ltd

Salary

Competitive + Benefits

Job term

Permanent

Job hours

Full time

Helpdesk Analyst - Lincolnshire

My client is seeking a Helpdesk Analyst to be based in their Lincolnshire offices to provide quality customer support.

Main responsibilities ;-

* Provide telephone support to the customer base, offering advice and guidance on software packages, and other computer-related issues.
* Diagnose problems encountered by customers and ensure they are resolved to a satisfactory conclusion for all parties.
* Ensure support calls are dealt with in accordance with agreed SLA's, exceptions to be escalated to team leader/manager.
* Take complete ownership of support calls and consult other team members, departments and teams as required.
* Brief line manager on any potential problems, and offer recommendations as to how these may be resolved.
* Maintain communication with customers on calls in progress and calls completed, provide customers with regular updates.
* Document all calls in detail in order to provide full information for the individual, the team, and the company.
* Proactively increase product knowledge in chosen specialist area and endeavour to update own knowledge of latest technologies, company products and company procedures.

Take a pro-active approach to the role by:
* Resolving the root cause of problems reported.
* Advising customers on best practice methods.
* Suggesting improvements to procedures and processes.

Develop and maintain effective working relationships by:
* Sharing workload, resources and knowledge with other staff and teams.

Obtain and maintain a high level of technical skills by:
* Providing remote support in area of specialism.
* Providing assistance to team members and other staff.
* Helping to identify training needs within the team.

Please send your CV to ... or call ... 9903




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