1st Line Helpdesk Support

We are seeking an experienced 1st Line Helpdesk Support Consultant for a role based with a Telecommunications company based in Central London.

To receive, process and resolve customer service related requests and problems, ensuring high levels of customer satisfaction.

Key responsibilities & duties

• To receive and record Level 1 defined customer service requests and complaints.
• Undertake evaluation, investigation and resolution actions relative to each case and in line with the appropriate SLA.
• Liaise with Vendors and third parties as appropriate in order to achieve resolution.
• Escalate cases requiring higher level intervention or of a critical nature.
• Deliver customer effective and timely communications ensuring awareness and satisfaction.
• Use and deploy Service Delivery model tools and techniques to deliver high levels of customer satisfaction.

Work experience and skills

• Experience in a Level 1 technical service delivery role is essential.
• Ability to manage accounts and service traffic is essential.
• Good communication skills are essential.
• Strong analytical skills and good IT comprehension.
• Effective in handling conflict and dealing with issues.
• Knowledge of the Telecommunications market place, vendors, tariffs, contracts, commercials etc is desirable.