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Technical Helpdesk Advisor

Cardiff

Posted 16/10/2020 by Petrie Recruitment

£18k plus shift pay

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Job Description

Job title of vacancy: Technical Helpdesk Advisor

Contract Type: Permanent

Salary: £18k plus shift pay

Job Elements: -

  • To answer first line phone calls on an IT Helpdesk, this will include call logging and undertaking first line fixes, also directing calls to 2nd and 3rd line resolvers as required. The role will also support the existing Technical Services team in contacting customers and engineers when required
  • Working with customers to log and diagnose faults reported about their onsite equipment and to ensure full functionality according to manufacturer’s specifications is maintained.
  • Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix.
  • Keeping customers informed at all times on progress of calls logged.
  • Act as first point of contact for all Helpdesk customer you will report escalations to relevant helpdesk staff in accordance with each customers’ relevant escalation procedure.
  • Update call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced.Manage workload to meet customer needs and ensure the communication is maintained with contact centre and area manager if necessary.Work to successful KPI targets set by the Team Leader and Helpdesk Manager.
  • Manage workload to meet customer needs and ensure the communication is maintained with contact centre and area manager if necessary.Work to successful KPI targets set by the Team Leader and Helpdesk Manager.
  • Work to successful KPI targets set by the Team Leader and Helpdesk Manager.
  • Document quick fixes and customer specific information to grow the company’s knowledge base.

 

The ideal candidate will have:

  • GCSE Maths and English
  • Multi lingual (French, German, Spanish – northern European languages) would be an advantage, but not essential, along with a technical background or interest.
  • Strong IT knowledge
  • Knowledge in using Active Directory
  • Ability to use remote access software
  • PC and peripheral equipment hardware and software diagnostic experience.
  • Previous experience of working on a first line IT Helpdesk

 

Petrie Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.

Company Information

With over a total of over 75 years of recruitment experience in one office our knowledge of the South Wales recruitment market is unprecedented. Since 1992 Petrie Recruitment has striven to provide the highest levels of service through a culture of integrity and honesty. Operating from a central Cardiff office, the small but highly experienced team of recruitment professionals aim to provide the right people with the right jobs in the right time scales. Privately owned by Paul and Deborah Harris since 2004 when they successfully completed a management buy out from the founder Lillian Petrie upon her retirement. Since that date the owner-managers have worked hard to instil a culture of “sales through service”. Petrie Recruitment does not follow the industry norm of “sales, sales, sales” rather the belief that if you satisfy your existing customers then growth will come naturally. As a company we can service all industry sectors from highly regulated multi-nationals through to new start-ups. Geographically we believe it is important to know the area being serviced in order to truly understand candidates backgrounds and factors such as commuting times, for this reason we work exclusively in the South Wales area. In summary Petrie Recruitment is the small, but perfectly formed, partner of choice for recruitment within South Wales.

Key Facts
  • Employees:

    6

  • Head Office:

    Oddfellows House, 19 Newport Road, Cardiff

  • Number of staff:

    6

Location