First Line Service Desk Technician - Rotating Shifts in Poole, Dorset
Flowbird
Poole, United Kingdom
1d ago

Responsibilities

  • Log and monitor incidents from a range of communication channels and ensure that the appropriate action is being taken to meet SLA.
  • Update customers by telephone, e-mail or portal on the progress of a support call or to ask for additional information.
  • Contact third parties to log support calls, get updates on open support calls or request technical support.
  • Carry out remote diagnostic tests, checks and fixes when incidents are logged by customers.
  • Assisting in internal and external customer report generation.
  • Assist with ad hoc tasks relating to implementation projects, support projects or support administration
  • Regularly update open tickets in the ITSM tools
  • Build strong relationships with customers, partners, suppliers and internal colleagues.
  • Work in a support team delivering remote support covering 05.30-23.30 on a rotating shift, averaging 40 hours per week, 365 days per year.
  • Contribute to Knowledge Management within the business in the form of documentation creation
  • Participate

  • Provide support and expertise to other departments including Sales, Projects, Engineering and Field Services
  • Actively contribute to product improvements through the alerting of software bugs via process
  • Actively contribute to service improvements through recommending changes to systems and processes
  • Experience

  • A customer orientated approach is critical for this role
  • A general technical understanding and familiarity with Microsoft applications
  • A basic technical understanding of Microsoft Windows operating systems
  • One year of experience in a Service Desk or a Customer Support environment would be a distinct advantage
  • An understanding of ITIL and its objectives would be an advantage
  • Core Skills

  • Excellent customer service skills
  • Strong written and verbal communication skills to communicate in a clear, professional manner.
  • A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
  • Analytical problem solving and able to follow process
  • Technical mind-set with a desire to enhance those skills
  • Being able to quickly learn industry standard and bespoke software to an advanced user level
  • Can quickly understand customers’ operational requirements
  • Behavioural Factors

  • Keen to develop
  • An advocate of change and process
  • Punctual and reliable
  • Smart and presentable
  • Enthusiastic, energetic and confident
  • A proactive and can do attitude.
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