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Helpdesk Advisor

  • Location: Greater Manchester
  • Salary: £16000.00 - £18000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Help Desk Advisor


The purpose of the role is to provide solutions to all supported customers and to register progress and resolve Incidents, Problems and Service Requests in line with the company's procedures and in such a way that positively affects the customer's experience.


EXPERIENCE

Customer Service and Service Desk experience within a Prince 2 or ITIL based operation are preferred. An understanding of Knowledge Transfer and Continual Service Improvement are essential

SKILLS AND COMPETENCIES

Motivation
Motivated to handle a busy work load and handle incidents over the phone, via email and through other support channels. Motivated to resolve incidents ASAP, whilst keeping multiple parties informed.

Communication
Confident and articulate in speech. Confident in building relationships over the telephone quickly and listening to client's needs. Exceptional communication skills both verbal and written. Strong telephone skills, good analytical ability, patience, and empathy when dealing with customers are required.

Resilience

Remains calm and self-controlled under pressure. Reacts well to change and stays positive despite setbacks. Cheerful, positive disposition, Tactful and confident manner, Willingness to train and develop new skills, Ability to multitask with adaptable and flexible attitude, Attention to detail, Ability to work well in a team, Smart appearance, Ability to work well under pressure, Ability to deal with 'difficult' customers.

Change orientated

Responds positively to the need for change and adapts behaviour and activities to meet changing demands. Identifies innovative approaches. Is flexible and adaptable.

Commercial Awareness

Remains up to date with current company and industry and developments.

Planning and organization
Able to plan and prioritize a workload and ensure that deadlines and targets are met.

Computer Literate

It is preferred but not essential for candidates to have an understanding of Windows operating systems e.g. Windows 7/Windows 8/ Windows 10, Windows Server 2008 IIS and a working knowledge of databases and networking e.g. Microsoft Access/SQL Server. Able to interrogate/repair a database and troubleshoot both software and hardware problems.

Reporting Skills

Excellent reporting skills are a must for call notations, escalations and for reporting team performance to the CSM.

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

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