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Helpdesk Administrator

Helpdesk Administrator


Bournemouth, Dorset


Competitive plus excellent benefits


Monday - Friday, 37.5 hours per week between 8.30am - 5.30pm



We are very pleased to be working alongside an award winning company who are leaders in their industry within the UK.



They now have an exciting opportunity for a Helpdesk Administrator to join their team in the sunny seaside town of Bournemouth.

As a Helpdesk Administrator, your role will be interesting and varied and will include taking inbound calls and emails from clients.



This position involves assisting clients with system usability queries, investigating technical challenges and taking personal responsibility for the timely and satisfactory resolution of those queries.



You will become a product expert and will have a comprehensive understanding of our client's product, meaning that every day will be different and interesting.



Responsibilities




  • Log and progress first line inbound telephone calls and emails in accordance with Service Level Agreement (SLA)

  • Maintain call logging system to a high level of accuracy, ensuring all queries are recorded, resolved or escalated, as appropriate

  • Identify training needs and discuss requirements with appropriate Relationship Manager to reduce repeat tickets being opened

  • Create and update knowledge base articles

  • Provide scheduled product training



About You



We are looking for candidates who have a many qualities, but mainly your passion for customer service.

You will be friendly and polite and willing to learn.

This position would suit someone with previous experience in a senior customer service support role, with an excellent telephone manner and the ability to facilitate and deliver high quality training.



Essential




  • Relevant experience in a customer service environment

  • Excellent customer service skills

  • Excellent communication, written and listening skills together with the ability to liaise with other departments

  • A confident telephone manner

  • Ability to deal calmly and professionally with challenging calls

  • Enthusiasm under pressure and ability to work in a team

  • Computer literate with a keen eye for detail

  • A professional outlook and can promote a positive working environment

  • Technical support experience, preferably in application support

  • Knowledge of web environment and browser technology
    Microsoft Office: MS Outlook, MS Word, MS Excel



Benefits on offer:




  • 24 days' holiday plus all UK bank holidays (increasing with length of service)

  • Simply Health Cash Back Plan

  • Child Care Voucher scheme

  • Cycle to work scheme

  • Pension contribution

  • Life Assurance

  • Moving Home Day

  • Access to discounts to 100's of retailers through our benefits portal

  • Plus, much more