THE ROLE

We are looking for an enthusiastic customer service-focused individual with previous experience of working within an IT and Telecoms Helpdesk role.
You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and close that ticket. If you are unable to assist, you will be responsible taking all relevant information from the client and passing it through to the engineering team.

RESPONSIBILITIES

• Answering the phone to inbound calls from customers who require technical help
• Ensuring customer faults and incidents are responded to and resolved within SLAs
• Demonstrate ownership, accountability, and strive for ‘First Call Resolution’
• Troubleshoot and resolve software and hardware issues remotely over the phone and by email. If you are unable to resolve at first point of contact, you will be expected to triage the query and pass it onto the engineering team
• Investigating and monitor all related Telecoms, ICT, network, workstation, laptop, and application performance issues
• Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
• Ensuring all open cases are updated with relevant information and customers are regularly updated
• Responsible for consistently giving a first-class service
• Provide additions and updates to existing process documentation, ensuring we keep solutions up to date.