1st Line Technical Support Advisor

We are looking for a self-motivated customer service focused professional to join our Technical Support Team

Working in a busy Network Operation Centre, you will deliver service aligned to the following:

  • Customer service excellence
  • Engagement with colleagues, partners and customers to resolve technical issues.
  • ITIL process understanding and experience

The successful candidate will be experienced in the following:

  • IP Telephony (VoIP)
  • Internet Services
  • Fixed Lines
  • Windows Server Operating Support
  • Mobile Data

You will work closely with our partners and customers to resolve technical queries, owning and managing these promptly and efficiently through to resolution.

The successful candidate must have experience of working in a customer facing technical support role, have excellent interpersonal skills and a passion for delivering exceptional customer service.

Duties & Responsibilities

  • Deal quickly and efficiently with customer incidents and enquiries by phone and email
  • Take ownership of and manage customer incidents through to resolution using ITIL methodology
  • Keep customers and Business Partners fully up to date with the progression of their incident
  • Engage with other areas of the business to ensure the customer’s requirement is delivered
  • Organise and prioritise own workload
  • Be confident in advising customers on new products available and how they would benefit them

Ideal candidate skills and qualifications

Essential

  • Microsoft qualification
  • Demonstrable service desk experience
  • Customer service driven
  • High level of attention to detail
  • Methodical in resolving issues
  • Self-motivated
  • Strong interpersonal skills
  • Excellent communication skills both verbal and written

Desirable

  • MCSE
  • CCNA

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