Help Desk Agent - London, United Kingdom - Aubay UK

Aubay UK

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Form of Employment:
Permanent

Start Date:
Immediate

Location:
Kensington, London (Hybrid, 1 Day a Week WFH)

Role Summary

Aubay is seeking a Help Desk Agent to be responsible for providing expert solutions to technology problems reported by our client's employees in a 7x24x365 service desk environment.

This position entails delivering superior customer service, accurately logging tickets, effectively transitioning and escalating unresolved problems, and maintaining a knowledge-based system of common reported problems and resolutions.

The Help Desk Agent will also provides timely and accurate notification to other IT staff members of tickets being passed to them for resolution and escalates reports of chronic or unresolved problems to the appropriate team lead or manager.

Essential Qualifications

Minimum 2 years of information technology experience supporting inbound customer requests.
Minimum 2 years of experience in a fastpaced help desk or customer service environment.
Proficiency in mobile device management solutions in an environment of 1000+ devices.
Familiarity with Active Directory and Microsoft Outlook Exchange environments.
Indepth familiarity with various telecommunications devices.
Excellent listening, questioning, and customer service skills.
Strong problemsolving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.
Ability to maintain composure, tact, and effectiveness under stressful conditions.
Ability to organize information, efficiently manage time, and balance multiple priorities.
Detail orientation, organization skills, and problemsolving.
Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.

Responsibilities and Essential Functions

Provide technical assistance and problem resolution for employees requesting help on IT related issues or questions in a courteous, professional, thorough, and concise manner.
Demonstrate a commitment to providing superior customer service.
Provide reliable customerfocused coverage of the IT department help line during normal business hours and oncall support as necessary to support our global 7x24x365 operation.
Support the installation, configuration, documentation, and ongoing usability of desktop computers, peripheral equipment, and voice communication devices.
Support software delivery, updates, and patching to business users in an effective manner.
Provide support, troubleshooting, and repair of mobile and other mobile devices.
Follow up on open tickets and confirm successful resolution with the client.
Maintain content within a knowledgebased computer system through data entry of commonly reported problems, questions, known resolutions, and troubleshooting steps.
Assist on Service Desk, Wireless, and Desktop Support related projects and activities as assigned by management.
Manage customer communications on scheduled and nonscheduled system maintenance, providing a communication hub between the business and IT.
Provide support to Prod Support team and various project tasks as assigned.
Document and communicate related IT standard policies and procedures as defined by management.
Generate statistical reports for management as requested.
Maintain detailed, accurate enduser account information and related distribution lists.
Provide technical assistance and problem resolution for employees requesting help on computer or network related issues or questions.
Assist on related projects and activities as assigned by management.
Adhere to time and metric tracking.

About Aubay UK - Ahead of Innovation

Aubay UK is a recognised InSourcing Partner for client-side deployment delivered across London.

Our team, based in Canary Wharf, specialises in hiring IT professionals within London's Energy and FinTech sectors, helping our clients to expand their operations with top-tier talent who are experts in their fields.

We work exclusively with clients who are globally recognized as Energy Super Majors/Financial Services and innovative FinTech players.

What Aubay UK Offers
At Aubay UK, people are at the heart of our business. We offer a competitive remuneration package which includes a range of benefits.

You will receive continuous support from our dedicated team of Talent Acquisition Specialists who will support your career development and success during your assignment with our client.

Other benefits include:

25 Days Annual Leave + Bank Holidays
Pension scheme
Work from home opportunities
Access to Udemy training platform and conferences
Opportunity to work directly for the client at the end of assignment

Our Client
Our client is the first private business jet charter and aircraft management company in the world. They sell fractional ownership shares in private business jets and provide the highest level of excellence to t