Helpdesk Advisor - Manchester, United Kingdom - Page Personnel - UK

Page Personnel - UK

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Great career progression opportunities.

Autonomous Role.

About Our Client:

Telecommunications client.

Demonstrate empathy, patience, and professionalism when interacting with endusers, actively listening to their concerns and ensuring they feel valued and supported throughout the support process.
Document all support interactions, including issue details, troubleshooting steps, and solutions, in the helpdesk ticketing system, ensuring accuracy and completeness.
Perform initial diagnostics to identify the root cause of reported problems and work towards efficient resolution or escalation to the appropriate support level, while keeping the enduser informed of the progress.
Assist with basic hardware and software installations, configurations, and upgrades, providing clear and concise instructions to endusers, ensuring a smooth user experience.
Educate endusers on common technical issues, selfservice options, and preventive measures to minimize future incidents, delivering information in a friendly and accessible manner.
Collaborate with other IT teams to ensure timely problem resolution and effective knowledge sharing, fostering a customercentric approach to IT support.
Escalate complex or unresolved issues to higherlevel support teams while providing comprehensive details and context, ensuring seamless handoff and followup.
Follow established service level agreements (SLAs) to meet response time and resolution targets, keeping the enduser informed of any potential delays or updates.
Maintain a high level of customer satisfaction through professional and courteous communication, actively seeking feedback, and continuously improving the customer service experience.
Continuously update technical knowledge and skills through training, selfstudy, and staying informed about emerging technologies and industry trends, enabling effective and uptodate support.

The Successful Applicant:

Education:

High school diploma or equivalent. A degree or relevant certifications in computer science, information technology, or a related field is a plus.

-
Experience:

Minimum of 12 years of experience in a similar technical support role, preferably in a helpdesk or service desk environment.
Experience providing support to endusers on common hardware and software issues.
Technical Skills:
Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and wireless networks.
Familiarity with remote support tools and ticketing systems.
Knowledge of Active Directory, user account management, and password reset procedures.
Experience with mobile device support (iOS, Android) is desirable.
Soft Skills:
Excellent verbal and written communication skills, with the ability to explain technical concepts to nontechnical users effectively.
Strong customer service orientation, empathy, and patience when dealing with endusers.
Ability to prioritize and manage multiple tasks in a fastpaced environment while maintaining attention to detail.

What's on Offer:

Competitive company benefits