Helpdesk Technician - Southampton - Permanent
I am looking for a helpdesk / customer support analyst for my client in Southampton. Work is hybrid model (3 days onsite – 2 days home working) and in a shift patter. 4 days on, 4 days off covering 6am till 11pm.
Key Responsibilities:
- Provide second Level support to external customers and partners.
- Answer incoming calls from customers and respond to inbound communication on cases
- Monitor group email queue to respond to customer issues logged through our web portal.
- Identify, analyse and resolve customer issues, documenting work in case notes and knowledge base articles as well as escalating issues as appropriate.
- Participate in knowledge transfer activities including passing on information to our 1st level teams and partner support teams.
- Address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated.
- Ensure customers are kept up to date on the status of their case.
- Coordination and direct involvement in operational problem resolution for customers across the globe.
- Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.
- Support and lead certain elements of transition activities for new customers into Support.
- Participate in monthly customer meetings, including support performance review’s
- Continuous improvement – work with other team members across our global support team to develop, propose and implement improvements in working practices.
- Communicate with other members of the support team both in the EMEA region and global support teams.
Qualifications:
- 1 years + experience in technical helpdesk support role.
- Technical skills in SQL and database management. (preferred)
- Working knowledge of Windows operating systems from Windows 7 onwards
- Basic networking knowledge
- Exceptional customer services skills.
- Ability to independently work as a contributing member in a high-paced and focused team.
- Excellent Team Working skills, with a healthy understanding of the importance of attendance and timekeeping.
- Excellent written and verbal communication skills.
- High level of self-organization and attention to detail.
- Strong problem-solving and analytical skills with the ability to work under pressure.
- Highly motivated self-starter with a desire to help others and take action.
If this exciting opportunity could be of interest - please send across your CV ASAP - interviews can be arranged at short notice.
