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IT Helpdesk Support Required -ASAPView Job details:
| Posted by: | Tailored Solutions |
| View all jobs from Tailored Solutions | |
| Address: | 28 St Marys Street 3rd Floor Cardiff CF10 1AB |
| Contact Details: | 02920 388100 |
| Date Posted | 18th Jul 2008 |
| Reference Code: | TSLRAN98776 |
| View Since Posting: | 31 |
| Salary: | upto £15,000pa |
| Vacancy Location: | Newport |
| Full Description: | |
| Our client is a leading law firm based in Newport and they are currently looking for a Helpdesk Support Assistant to join their IT department based in their South Wales office. The Role: THIS IS A TEMP TO PERM ROLE ! You will ensure that all service requests from internal end users are received, captured and managed through to closure. You will provide initial resolution of requests and progress calls on to the appropriate support division where necessary. You will manage staff expectations and provide proactive communications as to the status of the request. Reporting to the Support Services Team Leader, you will be responsible for: • Capturing customer requests by phone or email. • Ensuring full details of customer requests are captured into Track-It, Call Management Software and all calls are logged. • Ensure 1st time resolution where possible to meet the set target of 60% • To progress calls to appropriate support division correctly. • To monitor progress of calls through call lifecycle against agreed SLA’s • To ensure proactive status updates to customer • To escalate problem calls to either the Support Services Team Leader or Manager Essential Skills : You MUST have 6-12 months previous experience in a similar environment. • Excellent telephone manner • Excellent customer service skills • Able to work as a team player • Ability to liaise with customers at varying levels • Ability to work within a strict and regimented working environment in respect of time keeping, shifts, processes and procedures. • Self motivated • Administration control • Task management, prioritisation skills |
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