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SN12 6ES
01225 709494
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Please find below our current list of all vacancies available. If you would like to narrow your search to one particular area please select from one of our offices above (Melksham , Goole etc) and only jobs from that particular office will be displayed.

 
 
Job Title: CSC HELPDESK TECHNICAL ANALYST
Location: CHIPPENHAM
Salary: -
Reference: 11871
Type: TEMPORARY
Description
Job Purpose:

To provide professional customer focused, helpdesk support to our customers. To troubleshoot the complex and technical support issues and feedback to the customer in a professional manner.

Key Accountabilities:

1. Be the key interface between the Customer and ourselves when helpdesk issues arise and to deal with these in a professional, calm and rational manner.
2. Have the ability to be proactive and to raise issues & concerns both internally and within the Customer to ensure that all expectations are managed and meet.
3. To always be proactive in the manner that you approach all tasks and Customer interactions – always be looking for ways to add value and to enhance the quality of the Services we provide.
4. Resolving technical support requests in a manner which retains the ongoing profitable relationships with our Customers.
5. Escalating support requests to 3rd parties (both internal and external) retaining ownership of overall resolution and the co-ordination of responses back to the customer.
6. To ensure that as the key point of contact with the Customer into ourselves that we always focus on adding value to this.

Other Duties:

• Provide feed back regarding Customers needs and changes within the Customers value requirements.
• Be aware at all times of what our current overall and Customer specific SLA’s and Quality performances are to ensure that Customers have a balanced view of our overall performance.
• Proactively be aware of all of the services offerings that we have to offer, including new product offerings, and to ensure that our Customers are aware at all times of these.

Knowledge and Experience:

• Enthusiastic personality with a passion for serving others – particularly our Customers.
• Previous experience in working within a helpdesk or technical or IT environment
• Excellent interpersonal skills to form effective working relationships with people at all levels – covering verbal, written and telephone manner.
• Ability to demonstrate customer empathy, good customer interaction skills and strong communication skills.
• Person with a high level of integrity, self accountable and self motivated
• Excellent time management skills
• Approachable manner with the ability to be a calming influence in a high stressed situation – especially when dealing with Customers and Internal resources.
• Must have good Influencing and negotiating skills when dealing with both Customers and internally with other Depts.
• Excellent organisational skills and the ability to understand detailed information and be able to analyse this data with a view to conveying this to our Customers.
• Computer literate & a good working knowledge of Microsoft Office.
• Ability to compile, interpret and analyse data and the present both the data and summary outcomes in a professional manner to both Customers and internal Depts.
• Ability to be productive in a fast paced and dynamic environment.
Decision Making:
• Ability to trigger for review, issues & concerns to the next level of management to ensure that we are always delivering value added services to our Customers in a profitable manner.
Working Relationships:
Customers of the CSC, Colleagues within CSC
Creativity and Innovation:
• Customer first approach
• Ability to work to demanding delivery deadlines and operate against Key Performance Indicators.
• Dynamic and passionate style.
 
Joe Lacey
info@baileyemploy.co.uk
 
Apply for this job vacancy
 
 

Equal Opportunities

 
Bailey Employment Services is an Equal Opportunities Employer. Registered with, the Care Quality Commission (CQC), (GLA) Gangmasters Licencing Authority BAIL0004 Bailey Employment
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