Helpdesk Administrator

For: Helpdesk Administrator – Rotating Shifts

£26,000 per year

Meyer Scott Ref: VR/03698

Our Client is a smart, successful organisation supplying services to the telecoms industry. Working with all the major players in this industry they are looking for a self starting, friendly person to join their team.

This role is based within a busy helpdesk environment. Candidates will be responsible for monitoring client networks and responding to these in the correct manner and timeframe. Duties include;

• Responding to all incoming calls relating to support for all Network Operation Centre customers in the appropriate manner.
• Accurate logging of calls and faults on the system.
• Co-ordination of Engineers.
• Raising tickets for required works.
• Generating planned work orders and reports.
• Co-ordinating Engineer on-site activity, relating to site access and stores.
• Carry out all work accurately and in accordance with company quality procedures and Service Level Agreements.
• Carry out fault management tasks and allocation as per the works process.
• Maintaining the shift handover documents and spreadsheets in order to maintain a fluid working shift rotation.
• Handle incoming calls and e-mails to the Helpdesk.
• Maintain accurate notes and reports on all open tickets to enable all users to see job progress.
• Strict adherence to customer specific Service Level Agreements.
• Maintain good working relationships with customers and Engineers.
• Report escalated calls/ issues to senior member of the team.

It is essential that candidates have accurate data inputting skills and are adept in using MS Excel. A keen eye for detail and a strong customer focus are key to the success of this role.

This is an excellent long term opportunity offering clear potential for progression.

CANDIATES MUST BE ABLE TO WORK ROTATING SHIFTS WHICH WILL INCLUDE NIGHTS AND WEEKENDS