Help Desk Specialist

14 hours ago


Oakdale, United States Bibliotheca Full time

THE ROLE

To support our evolution and expand our team, we are looking for a 1st line Helpdesk Technician to work in our local team as part of our wider

Helpdesk.

As our new team member, you will be supported with a structured training plan and guided by supportive colleagues in a friendly environment. You will in turn react flexibly to changing requirements and be a reassuring first point of contact for our customers in any situation.

KEY RESPONSIBILITIES

  • To handle technical queries received by phone calls/email/customer centered
  • To redirect any calls for other areas of the business to the correct area
  • Provide 1st line trouble shooting support for all company products
  • Find root causes of issues and communicate appropriately to internal/external customers
  • Schedule Field Service Engineer visits as required
  • Manage Field Service events through to completion
  • Order and track service parts required to resolve customer issues
  • Manage time and materials cases from quotation through to invoicing
  • Find opportunities to improve our service and highlight them correctly.
  • Work with the wider team to learn and further develop problem solving techniques.
  • Hybrid schedule (3 days in office Tuesday, Wednesday & Thursday)

YOUR PROFILE ESSENTIAL

  • You must enjoy making and taking customer calls and always try to find a first-time fix with the customer in the shortest possible timescale
  • You will have demonstrable IT related experience or similar technical experience with Windows operating systems and their applications
  • You have a solution focused mindset and enjoy working as part of a team to share knowledge
  • You have a strong analytical mindset and an irrepressible desire to bring a problem to the solution using all available means
  • Experience with Customer Management systems, ideally NetSuite
  • Previous similar role held
  • Previous Telephony/customer service experience



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