Service Desk Technician

Job Type:
Job Sector:
South East
Salary Description:
From £20,000 to £22,100 per annum Fixed Term Contract
Job Ref:

JOB SUMMARY: To provide quality support with a high degree of customer satisfaction, technical expertise and timeliness KEY DUTIES AND RESPONSIBILITIES: To accurately accept and log all telephonic, email and/or web interface requests and incidents To diligently follow all Service Desk Technician work instructions and processes To peform necessary troubleshooting and diagnostics to achieve high levels of First Contact Resolution according to targets and SLAs To continually improve First Contact Resolution rates by referencing and making use of all available tools and knowledge documents To prioritise all calls based on operational SLAs To identify the correct resolver group for non First Contact  Resolvable calls and dispatch within agreed OLA To provide quality of ticket output according to the standards set To provide users with accurate, up to date and reliable information on all status queries and update requests To propose cases to improve the knowledge and process documentation To provide business continuity for high severity incidents during afterhours and weekend shifts To ensure high customer satisfaction levels through the effective application of soft and technical skills KEY REQUIREMENTS: Essential: Strong communication skills including the ability to manage customer expectations and remain calm under pressure Good verbal & written English Good team working ability to resolve problems and know when to ask for support Good problem solving ability Minimum 5 GCSEs including English & Maths with further studies a bonus Able to commute to Salfords with ease Willing to work required shift patterns which rotate

Contact Details:
Tel: not in use
Contact: Kris Clare

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