ROLE:

The role of Helpdesk Operator is to always ensure the best support and customer service experience for end users. The role requires analysis of incoming support queries and obtaining detailed information from the end user to resolve issues within the agreed service levels. The Helpdesk Operator will strive to resolve most customer support queries, whilst ensuring that the customer is kept always informed. They must be passionate about excellent customer service.

WHAT YOU’LL BE DOING

• Accurately record and take ownership of incoming incidents and service requests over the telephone, email and in person
• Undertake initial triage of incidents and service requests obtaining all necessary information
• Provide support for both Company bespoke computer systems and packaged software
• Resolve incidents and service request within service level guidelines
• Escalate incidents and service requests to Technical Support or Supplier Partners where appropriate
• Perform ongoing liaison to keep end users informed of progress using the most effective form of communication
• Assist with the development and maintenance of user and process documentation
• Participate in various project related activities as and when required
  Location: Knutsford, Cheshire
  Hours: 35 hours per week (8:00am to 6:00pm flexible) Monday to Friday with some weekend work from home (mobile support)
  Company Description: Join the UK & Irelands leading Electrical Distributor and switch on a bright future! Our client is a large and very successful Nationwide business with an excellent brand and reputation for customer service, quality and reliability.

To be considered for this role the successful candidate must have the following skills & qualifications:

• Effective time and task management
• Excellent communication & customer service
• Strong troubleshooting and problem-solving
• Attention to detail
• The ability to be flexible on any given task
• Ability to identify opportunities for service improvements
• GCSE pass in both English and Maths
• Appropriate Higher Education qualifications desirabl