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Helpdesk Support Agent

  • Chichester, West Sussex
  • £17,000 to £19,000
  • Permanent / Full-Time
  • Advertised 226 days ago

This company's reputation for outstanding customer service and client satisfaction means they are adding to their successful and growing team based near Chichester with an amazing opportunity for a Helpdesk Support Agent.

They excel in providing business to business IT support services and are proud to have an extensive client base throughout the southern counties alongside some national and international clients.

If you are interested in joining them you should know that exceptional customer service features high on their agenda, the key to success in this role will be possessing an excellent telephone manner along with your ability to remain calm under pressure. Your ability to communicate confidently and effectively with a wide range of users is very important.

Job Description:
Working Hours: 8am – 5pm Monday – Friday (excluding bank holidays)

The role of the Helpdesk Support Agent is to deliver a professional and high level of customer service to their varied and growing client base. Acting as part of a fast moving, dynamic and technically capable team you will be primarily responsible for first line support requests via telephone or email and the preparation of workshop computers in a timely manner whilst continuously meeting customer service satisfaction and service delivery demands.

Key Responsibilities and Main Duties:
- Promptly respond to inbound support calls, log reported incidents via the helpdesk system, accurately record the client details, nature of incident and level of urgency.
- Complete the preparation of new computer set-ups in the workshop within a specified timeframe.
- Deliver a professional, friendly first-class customer service where clients are regularly kept informed.
- Accountable for personal ticket queue, updates and the completion of associated tasks..
- Maintain quality and accuracy with effective notes and a detailed explanation of work undertaken.
- Be willing to attend training as necessary to keep up to date with the latest technology.
- Comply with relevant legislation, internal policies and procedures.
- Undertaking other reasonable duties not specifically stated which from time to time are necessary, without altering the nature or level of responsibility.

Essential Education / Qualifications:
- GCSE or Equivalent with Grades A-C in English Language and Mathematics

Desirable Education / Qualifications:
- CompTIA IT Fundamentals (or equivalent)
- NVQ / BTEC Level 2 (or equivalent) in Customer Service or Information Technology

Essential Experience / Knowledge:
- Previous experience in a customer facing environment
- High level of computer literacy
- An understanding of Microsoft Windows client Operating Systems
- An understanding of installing Windows applications and programs

Desirable Experience / Knowledge:
- Previous experience in an IT role.

Benefits:
- Competitive salary
- 29 days annual leave
- Company pension
- On-site parking
- Employee assistance plans
- Employee perks and discount scheme

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