IT Helpdesk Engineer Based in West London and working as an integral part of the Group IT Helpdesk team, we are looking to resource the skills of an IT Helpdesk Engineer to respond to issues logged by business users and managing SLAs. This a permanent role with the salary of £25,000 - £30,000 + benefits depending on experience. Responsibilities.
Responding to Users: Being the first point of contact for all newly logged tickets and managing customer expectation
Call Assignment: Accurately identify, prioritize and assign the service tickets. Track and provide feedback to local IT support & end-users on-call status and expected resolution timescales.
Investigation: Asking questions and gathering information on tickets in a professional and timely manner, that will assist the IT Helpdesk Engineers in identifying and resolving tickets efficiently.
Managing SLAs: Monitoring the SLAs on the ticket queues and updating user tickets to manage expectations. Chasing IT Helpdesk Engineers to provide updates to users in a timely manner.
Identifying Trends: Identify trends in tickets that could be caused by possible major issues and escalate these to the IT Helpdesk Manager.
Maintain Outstanding tickets at an acceptable level.
Maintain a 95% SLA compliance level as standard.
Keep accurate records and provide periodic reports and updates to management.
Outstanding Service Tickets are kept to an agreed level.
Tickets are resolved within defined SLA targets.
Customer (Business) periodic satisfaction surveys.
Establishment of other KPI's.
Experience and competencies:
Exposure to ZenDesk Service Desk or similar, but not essential.
Experience working for a service and/or waste management type company is preferred but not essential
Experience of working in a small to medium team environment desirable
Able to multi-task and make things happen with pace and energy. A positive outlook and a desire for results are essential.
Confident working at all levels of a business and with external vendors/customers.
Analytical and a lateral thinker
Works well under pressure
Strong written and verbal communication skills.
Excellent communicator with the ability to work at all levels
Self-motivated with the ability to work autonomously while also being a team player
Structured working methods, with a logical approach to work
Aptitude to respond quickly to new focus and change
A positive attitude inspiring confidence in other people
Resilient and resourceful - able to manage a large workload
Ability to develop relationships with key internal customers and stakeholders
Demonstrate excellent interpersonal skills and be flexible/adaptable.
Outgoing/confident with drive and commitment to succeed
Excellent time management skills and the ability to meet deadlines.
Be prepared to work flexible hours when required
If this role is of interest to you, please reply back to this advert with an update copy of your CV and if interested, we will be in contact to discuss the role in greater detail Daniel James Resourcing Ltd is acting as an employment agency for this vacancy under UK Government regulations CEAEBR 2003