1st Line Service Desk Support - Cardiff

This job has now expired please search on the home page to find live IT Jobs.

Our client, a leading telecoms organisation, are looking for an experienced 1st Line Service Desk Analyst to work on an initial 3 month contract based in Cardiff.

Role responsibilities will include:

- To ensure Customer Assurance Incidents are resolved and our customers are kept informed of progress until successful resolution.

- First point of contact for customers to report Assurance Incidents to.

- Answering calls in a timely manner, being polite and professional at all times

- Own and manage Assurance incident to closure on behalf of the customer showing tenacity and drive to get earliest resolution.

- Complete and follow structured questions as required in line with complex product set

- Carry out accurate 1st line product diagnostics relevant to Incident as per toolset

- Provide timely and meaningful updates to the customer to inform them of incident progress.

- Drive internal and external suppliers to meet the customers requirements.

- Be actively involved in Continuous Improvement at team and individual level.

- Own the end-2-end incident management in line with Care levels

- Accurately interpret customers' requirements by listening to the customer.

- Carry out 1st line diagnostics using correct tool kit for the product reported

- Initiate and drive escalations to meet the customers' expectations and Service Level Agreements

- Ensure customer reported repeat incidents are identified and resolved

- Initiate engagement with 2nd line technical support and suppliers where appropriate

- Answer calls timely to meet the PCA requirements

- drive to meet the required desk Average Call Handling Times

- Follow standard processes accurately to ensure Quality Gates are achieved

- Be polite and professional as in line with set Quality observation guidelines

- Accurately follow procedures to ensure no failures due to ticket management

- Productivity to be within the required measures for the team

- Aim to reduce Customer Dissatisfaction by working in a timely and accurate manner

- Increase Customer Satisfaction by setting and managing the customers' expectations

- Undertake any ad-hoc tasks allocated by the team manager or designate

- Complete GS prime on a weekly basis within timescale required

- Actively take part in Continuous Improvement

Applicants with previous experience with the REMEDY call logging tool and or experienced with CISCO will be at a distinct advantage.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.