Help Desk Technician x20

Recruiter
CBS Butler
Location
Newcastle upon Tyne
Salary
£10 - £12 per hour
Posted
18 May 2021
Closes
15 Jun 2021
Ref
1172349/005
Contact
Charlie Cameron
Discipline
Reliability
Contract Type
Contract
Hours
Full Time
Help Desk Technician x 20



Between £10 - £12 per hour DOE

Based in Peterlee or Newcastle

Inside IR35

3 month contract / likely transition to perm

First 2-3 Weeks will require travel to site for training (Some days you can train remotely from home)

6 Week Shift Pattern (Office open 8AM - 10PM)

Weekend work involved ( Some weekends longer than others)

Have to be flexible with hours



Job Description

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Answer contacts promptly and professionally
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Log/Validate all contacts on the provided case/call logging system.
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Resolve customer queries using the relevant tools and systems
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Manage end to end all contacts logged, providing regular updates to customers on ticket status.
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Invoke Escalation Procedures within defined time frames
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Work to achieve individual and team goals
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To comply/complete desk specific or ad-hoc request/tasks/training.
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Ensure Quality standards are adhered to in regards to both Cases & Calls.
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Continuous documentation validation.
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Protect confidential and sensitive information and materials.
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Observe strict compliance to licensing, copyright and trademark legislation.
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Accomplish other training as required.
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Pro-actively seek support from escalation team via appropriate methods as required.
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Escalate tickets to other resolution team for validation and further escalation.
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Monitor ticket queues and handle tickets appropriately
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Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).



Customer Service and Communication:

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Experience in communication with customers.
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Ability to communicate effectively - oral & written.
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Ability to communicate effectively with different groups.
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Ability to follow specific processes and procedures.
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Demonstrates high level of customer satisfaction in previous positions.
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Experience on Process Managed Environment
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Fluency in English and/or required supported language.
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Experience working in a Finance environment desired.



Problem Solving Techniques:

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Ability to identify customer issues.
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Ability to apply analytical and investigative skills to resolve customer issues.
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Ability to handle challenging support situations.



Personal Interaction:

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Ability to convey knowledge to others.
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Ability to adapt to a changing environment.
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Strong team working skills.



Technical Requirements:

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Technical skill with Windows OS Platforms.
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Microsoft Office Suite, including Outlook.
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Knowledge of printer hardware
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Knowledge of Local Area Networking
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Internet