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1st Line Helpdesk

  • Location: South East
  • Salary: £17000.00 - £25000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

1st line helpdesk - Junior System Support Advisor

Capita IT Resourcing are recruiting for a 1st Line Helpdesk to join a UK market leader in Travel. As the 1st line helpdesk you'll be supporting end users of the client's software and being the front line face of the company, suitable candidates will be client focused with an outgoing and friendly personality. Ideally having support desk/call centre experience. A knowledge of the corporate travel industry. Experience using Incident Management Systems and Self-Booking Tools is a distinct advantage. Must be personable and flexible with the ability to think and act proactively to successfully see client issues through to conclusion.

Key responsibilities:

  • Providing excellent customer service to internal and external customers via telephone, email and in person
  • Logging tickets onto an Incident Management System and taking ownership of customer raised issues from a work queue
  • Troubleshooting reported problems or escalating to other teams as appropriate
  • Responding to customers in a timely manner
  • Keeping up to date with the Clients product and new features ahead of customer releases
  • Proactively raising bugs and system enhancement requests and testing the fixes
  • May be asked to represent the company at client events or attend trade shows

Skills and experience required:

  • Previous customer service experience essential, ideally from within the travel industry
  • A team player but with the initiative to take individual ownership of customer issues
  • Friendly and outgoing with an excellent telephone manner
  • Ability to be positive and calm under pressure and remain professional at all times
  • Strong communication skills, both written and verbal with the ability to communicate effectively at all levels both internally and externally
  • Competency with Microsoft Office and Windows software
  • Educated to GCSE level (or equivalent) in Maths and English
  • Knowledge of SQL and XML would be advantageous but not essential
  • Flexible and willing to work outside of regular hours should the business dictate

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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