Helpdesk Agent

The role holder works as part of the service delivery team that is aligned to one or more customers. He/she will have focus on the following:

• Delivery of service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
• Supporting the achievement of productivity improvements (KPI: Value for customer & enhanced margin)
• Contributing to service transformation and business growth (KPI: Further profitable service revenue)

Job Purpose:

• Be the primary contact/advisor for client and support staff on all escalation initiations
• Handle telephone/web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our clients and support staff. Proactive and reactive event / incident management support
• Invite client to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
• Facilitate or escalate client issues and complaints, both internally and externally
• Co-ordinate all consumable calls in order to enable dispatch of Multi-Vendor consumables to clients
• Support Service Delivery Team with rationalisation programmes
• Liaise with various service desks and 3rd party service providers escalating through these avenues to close
• Validate client details and requirements on data entry, categorise and deal with appropriately ensuring management database (all appropriate) is 100% accurately maintained
• Maintain accurate database information within software application
• Obtain call closure details on all dispatched calls
• Completion of all back office installation tasks to bring device onto network
• Assist the Helpdesk Team Leader in the implementation of knowledge transfer actions to the client organisation support structure
• Consumables ordering and tracking from alerts to tickets
• Support and deliver accurate processes
• Manage incident team workflow and resolution timelines
• Feedback to management any issues with logistics in relation to quality of information received to connect devices to the network

Process adherence:

• Adhere to standards and procedures
• Contribute to process improvement
• Adhere to quality standards

Coaching:

• Participate in team meetings and 1-1 sessions with your Team Leader
• Coach new team members on process, product and on specific client bases

Essential:

• Proven track record in delivery of excellent customer service
• Excellent technical knowledge
• GCSE grade C or above (or equivalent) in English & Maths
• Strong attention to detail
• Good communication skills including verbal and written
• Good command of MS Office Suite, primarily Excel, Word and Outlook

Desirable:
• Knowledge of billing methodology and systems
• Knowledge of networks and operating systems
• Experience of working to Service Level Agreements.

Personal Characteristics:

• Good Team Player
• Flexible
• ‘Can do’ attitude
• Ability to work under pressure
• Ability to adapt to change in the workplace
• Problem solving skills
• Customer relationship building
• Prioritisation & Negotiation skills
• Customer Focus
• Personal resilience