Technical Helpdesk Advisor

£22,500 per annum
04 Oct 2016
20 Nov 2016
Contract Type
Technical Helpdesk Advisor Our client is a specialist communications systems manufacturer and service provider to vulnerable members of the community. It has been trading for over 50 years. Within its chosen markets, it is the UK’s leading supplier. Part of the Telehealthcare Support Group, the helpdesk’s aim is to provide the customer and the engineer with remote assistance in support of post sales products and to reduce field service visit times. Position: Technical Helpdesk Advisor Location: Whitley Bridge, North Yorkshire Salary: £22,500 per annum ROLE: To provide technical support to customers and colleagues regarding the company’s Telehealthcare solutions. To efficiently log and allocate support requests that require investigation by other members of the support team (Telecare 2nd level, CEG, Telehealth 2nd level, Monitoring Solutions). RESPONSIBILITIES: - Provide timely and efficient assistance to customers and colleagues that contact the support team via the dedicated helpdesk telephone number and / or email service - Provide pre-sale technical support to sales teams - Maintain an up to date directory of technical product documentation - Filter and satisfy the most common enquires or jobs with a view to preventing service visits, unless no other option, and to ensure jobs are cleared or transferred for further action - Provide a pleasant communication platform that will promote confidence with the customer - Continually upgrade a basic knowledge of all products, their descriptions and how they function - Identify call trends and highlight issues - Responsible for customer satisfaction with all calls - Strive to continually improve processes to benefit the company - Produce statistical reporting relating to the performance of the helpdesk - Coordinate the out-of-hours support rota for some members of the team ESSENTIAL SKILLS / EXPERIENCE: - Good communication skills and a pleasant manner - Good basic IT skills (general PC usage etc.) - Must have a technical aptitude for the product range and be able to discuss system operations and basic handling at a level understood by non-technical people - Good time management and planning skills - A positive and progressive attitude towards the company striving to improve process and performance You may have experience of the following: Helpdesk Advisor, IT Support, Technical Support, Service Desk, Customer Service, Telephone Support, Problem Solving, Problem Resolution, etc. This vacancy is being advertised by Easy Web Recruitment, the UK’s leading Online Recruitment Agency. The services advertised by Easy Web Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications. This job was originally posted as

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