Helpdesk Operator - Manchester, United Kingdom - Bridge of Hope

Bridge of Hope
Bridge of Hope
Verified Company
Manchester, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
Manchester
12 months
£ 15.72 Per hour PAYE

My high-profile banking client is looking for a Helpdesk Operator to join their team on an initial contract of 12 months.

You will work Monday to Friday on shift patterns between 7am-6pm with 3 days from the offices in Manchester with the remainder of time working from home.


Key Role and Daily Tasks:


  • Provide first line/SME technical aid to all Employees & Contractors
  • Answer to requests for technical assistance via phone, chat and Self-Service WEB tickets.
  • Assist users with Password resets and Unlocks
  • Troubleshoot Microsoft Office/Outlook 2013/16/O36
  • Provide Smart Hands assistance (where applicable)
  • Remain current with changes/ updates and adherence to the Company Policies and Incident Management process
  • Remotely diagnose and troubleshoot PC, printer, telephone, mobile (where applicable), VPN and software issues
  • Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment
  • Should stay up to date with process and Technology changes
  • Research solutions using available knowledge base
  • Advise users on appropriate action
  • Log all inquiries and incidents as necessary
  • Assign unresolved Incidents to appropriate teams in a timely manner
  • Accountable for ensuring incidents requiring urgent attention are escalated via the identified escalation management procedure

Skills & Qualifications:


  • Call Centre support familiarity
  • Previous technical desktop support practice, knowledge with MS Office Suite products
  • Customer service / soft skills.
  • Knowledge of PC hardware and software.
  • Flexibility in working hours.
  • Knowledge of call centre metrics for operations aid
  • HDI Support Centre Manager Certification (preferred but not required)
  • Other IT Certifications, i.e., Microsoft (preferred but not required)
  • Ability to make sound decisions in real time crisis
  • Ability to follow set procedures and processes
  • Excellent documentation skills
  • Ability to work alone and/or in a team setting
  • Knowledge in the securities or financial services industry is a plus.
  • Ability to Multitask and manage priorities with little supervision.
  • Strong communications skills
  • Should work in Rotational shifts and national holidays
  • ITIL knowledge would be added advantage.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
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