1st Line Helpdesk Support (Telecoms) Gateshead, England
Job description
Location: Team Valley, Gateshead
Salary: Competitive
Role Grade: 3C
Contact Type: Full-Time, Permanent
About us:
Agilico is a fast-growing technology business, whoseobjective is to provide high quality technology solutions tailored toindividual customer requirements. Our goal is to maximise operational effectiveness and makework easier for our clients using cutting-edge workplace technology. Ourexpertise and experience spans four key areas: Managed Print, InformationManagement, Agile Working, and Telecoms & IT.
The role:
The 1st Line Helpdesk team are responsible for delivering a first-class support service to all Agilico Telecoms customers by resolvingissues remotely or escalating to a Telecoms Engineer or Telecoms provider. This varied role requires a team player with excellent customer service skills and initiative who has the abilityto manage their time efficiently.
Key responsibilities:
- To maintain a high degree of customer service when respondingto all support issues.
- Assist diagnose and resolve faults with Network Services,Internet Access and both Cloud Based and On-Premise Telephone Systems.
- Raise support Autotask tickets for incoming customer issuesvia telephone, email or escalated by an Account Manager.
- Providing 1st line technical diagnostic to customers.
- Priorities Support tickets in accordance with company SLAs,providing customers with updates in relation to response SLA and consequentlyupdating Autotask ticket and managing customer expectations.
- Liaise with third party suppliers and contractors and followescalation paths as required.
- To take ownership of support issues and seek closureensuring all relevant support procedures are followed.
- Daily monitoring of the Customer Service email inbox and escalation of complex calls to the relevant support teammember.
- Coordinate IT & Telecoms projects identified by Sales;documenting project, ordering and allocating goods, assigning and scheduling2nd Line Engineer visits/installations and providing regular updates tocustomer/Account Manager.
- Ensure Telecoms & IT equipment are delivered to customersite in accordance with any project timescale or engineer scheduled sitevisits.
Skills & Experience:
- Proven experience in a similar customer facing support role alongside excellent communications skills, both verbal and written.
- Demonstrable 1st line support experience using a call logging ticketing system.
- Knowledge of Network Services, WLR3, Mobile Technology andTelephone Systems would be advantageous
- Strong knowledge of Microsoft and computer literacy.
- Experience of liaising with internal and externalstakeholder
- Positive can do attitude looking able to deliver in a fastpaced environment
- Proven experience meeting and exceeding team and individualKPIs
In return for your hard work, we offer a competitive benefits package, to include:
- 23 days holiday rising to 28, plus bank holidays
- CSR volunteer day per holiday year
- Stakeholder Pension Scheme
- Referral bonuses
- Healthcare Cash-plan
- Death in Service Cover
- Voucher and discount hub
- Cycle to work scheme
- Comprehensive EAP scheme
- Flexible working arrangements
If you like the sound of this role and feel you have all the relevant skills, we would love to hear from you!
