MAIN TASKS AND OBJECTIVES

· Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix
· Working with customers to log and diagnose faults reported by customers about their on-site equipment and to ensure full functionality according to manufacturer’s specifications is maintained
· Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site
· Keeping customers informed at all times on progress of calls logged
· Act as first point of contact for all helpdesk customer you will report escalations to relevant helpdesk staff in accordance with each customers’ relevant escalation procedure
· Update Metrix and TOPdesk call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced
· Manage workload to meet customer needs and ensure the communication is maintained with contact centre, field service manager and customer service delivery managers as and when necessary
· Be part of the helpdesk rota working evenings and weekends
· Work to successful KPI targets set by the team leader and IT helpdesk manager
· Document quick fixes and customer specific information to grow the company’s knowledge base
· Help to train any new starters as and when requested by the team leader or IT helpdesk manager
· Any other tasks as requested by the team leader or IT helpdesk manager