Job Description

To answer first line phone calls on Vista's IT Helpdesk, this will include call logging and undertaking first line fixes, also directing calls to 2nd and 3rd line resolvers as required. The role will also support Vista's the technical services team in contacting customers and engineers when required

Main Tasks and Objectives

Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix

Working with customers to log and diagnose faults reported by customers about their on-site equipment and to ensure full functionality according to manufacturer's specifications is maintained

Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site

Keeping customers informed at all times on progress of calls logged

Act as first point of contact for all helpdesk customer you will report escalations to relevant helpdesk staff in accordance with each customers' relevant escalation procedure

Update Metrix and TOPdesk call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced

Manage workload to meet customer needs and ensure the communication is maintained with contact centre, field service manager and customer service delivery managers as and when necessary

Be part of the helpdesk rota working evenings and weekends

Work to successful KPI targets set by the team leader and IT helpdesk manager

Document quick fixes and customer specific information to grow the company's knowledge base

Help to train any new starters as and when requested by the team leader or IT helpdesk manager

Any other tasks as requested by the team leader or IT helpdesk manager

Outcomes and Deliverables

Customers receive a professional service and feedback is positive
Meet and if possible, exceed closure rates to meet service level agreements

Positive internal relationships are achieved

Successfully support field service engineers and second line support to rectify faults in a timely manner

Help to build a first class helpdesk and technical services that contributes to the overall growth of the business

Job Types: Full-time, Permanent

Pay: 23,810.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Free parking Life insurance On-site parking Private medical insurance Referral programme
Schedule:

Overtime Weekend availability
Work Location: In person