Service Desk Support - Leeds, United Kingdom - Jo Holdsworth Recruitment

Jo Holdsworth Recruitment

Verified Company

Leeds, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job reference:
YC-J8578

Job Title:
Service Desk Support - Customer Service

Job Profile
Responsibilities will include, but not limited to;

Monitoring the customers' accounts to proactively manage incidents by taking appropriate remedial action.
Receiving inbound telephone calls within required Service Level Agreements.
Providing first line support on multiple products to engineers and customers.
Logging calls for customers on contracted devices.
Processing support requests from UK service team.
Adhering to the operations manual as agreed with customers.
Ensuring an accurate record of all work completed.
Completing training and development courses as required.
Identifying and request training when needed.
Working with and coordinate subcontractors when needed.
Focusing on quality and attention to detail.
Escalating issues with the service in an appropriate manner.
Maintaining the Service Desk knowledge base & shared areas.
Assisting with the training and development of new starters when required.

Experience, skills set and/or qualifications required:

Experience of task management in a busy call centre environment
Previous experience of dealing with customers ideally within the finance sector
Proven record of delivering service excellence
Excellent telephone manner
Able to work as a member of a team with strong interpersonel skills.
Ability to work to SLAs
Ideally a working knowledge of scheduling toolsets
Good experience and understanding of UK geography and locations
Experience of dealing with customers.
Experience of managing a Field Based workforce to ensure customer SLAs are met

Hours:
This position works on a shift basis to cover normal working hours.
Shifts can be 8am - 5pm or 9am - 6pm, as well as opportunities for weekend work (Sat 8 -6 and Sun and part time hours (Mon - Fri

Please note:
This position requires passing an enhanced security and financial check.

Salary:
Up to £22,500 per annum depending on your level of experience

Benefits include: