Helpdesk Agent

Helpdesk Agent

Location: Reigate

Salary: £25,000 - £28,000

My client based in Reigate is looking for a Helpdesk Agent to join their team. you will be the first point of contact for customers providing 1st line technical support as well as dealing with other enquiries such as invoice and contract queries. You must have attention to details and have a passion for providing customers with an exceptional service. They are looking for candidates with excellent communication skills and a positive can-do attitude.

Responsibilities:

Ensure all faults are dealt with efficiently and that the fault is triaged, reported and resolved within SLA.

Regularly communicating with clients while exceeding their expectations.

Manage a variety of queries from start to completion including Billing and service-related matters.

Accurately triaging all tickets and passing to relevant support team for those not resolved by Customer Services & Support.

Maintain relationships with key partners, ensuring we provide a unified service from supplier to client.

Maximise efficiency.

Develop, implement and maintain procedures of best practices and standards.

Monitor issues to define patterns and work to lessen these recurring issues.

Ensure constant improvement of customer experience and Service Assurance knowledge.

Manage process for communicating service affecting issues to the organisation and our clients.

To ensure Service Level Agreements (SLAs) are adhered to and that are customers are consistently satisfied with the service we provide.

Person Specification:

Passionate about the Customer Experience and delivering excellent service.

Positive can-do, solution focused attitude.

Strong attention to detail.

Daily demand to be able to multi-task with the ability to stay calm under pressure and think outside of the box.

Strong customer service skills.

Excellent communication skills.

Tenacious attitude - The end result for your customer is at the heart of your actions.

IT Literate.

Decision making skills.

Proven problem-solving attitude.

Ability to Adapt and Negotiate and Mediate.

Experience working in a problem-solving environment.

Interest in Technology and Innovation