IT Helpdesk Support

Job Description

IT Helpdesk Support

The primary objectives of the helpdesk team is to ensure the successful support of solutions for all customers, including setup, configuration and maximising value for our clients to ensure a quality customer experience. They will be the first point of contact for all customer service issues.

Summary

- Experience of…





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IT Helpdesk Support

The primary objectives of the helpdesk team is to ensure the successful support of solutions for all customers, including setup, configuration and maximising value for our clients to ensure a quality customer experience. They will be the first point of contact for all customer service issues.

Summary

- Experience of working within a quality customer service environment.
- Receive inbound polling calls, setting up and polling new terminals working with our Polling partner.
- Proactively contacting polling clients by phone to update their terminals and ensure all transactions are polled and submitted to the bank in a timely manner.
- Day-to-day resolution of inbound phone and email client queries, incidents and requests in relation to the ITS suite of products to customer satisfaction and meeting quality and delivery targets.
- Identifying and implementing service, process and product improvements.

Responsibilities

- Log, update and track all customer queries, incidents and requests to resolution.
- Escalating customer queries, incidents and requests that cannot be resolved after full investigation.
- Highlight and define operational process risks and gaps and make recommendations to mitigate or minimise the impact of recognised business risks.
- Proactively identify operational process, service and product improvements to ensure the continued effectiveness of these processes in line with business objectives.
- Comply with company security policy to ensure card holder data is protected from unauthorised access as per the UK Payments/PCI DSS compliance rules.
- Support immediate and wider teams through quality management standards to promote and ensure the consistent delivery of both process and product delivery to customer requirements.
- Creation of both internal and external reports and the ability to spot trends where possible.

Experience

- Experience of working within a quality customer service environment, dealing with queries both on the telephone and by email.
- Experience of managing incidents through to full customer resolution
- Proven ability in problem determination and management to resolution whilst able to translate in a non-technical language.
- MS Office skills - Intermediate level of MS Excel required.
- Excellent time management skills.

Job Description

IT Helpdesk Support

The primary objectives of the helpdesk team is to ensure the successful support of solutions for all customers, including setup, configuration and maximising value for our clients to ensure a quality customer experience. They will be the first point of contact for all customer service issues.

Summary

- Experience of working within a quality customer service environment.
- Receive inbound polling calls, setting up and polling new terminals working with our Polling partner.
- Proactively contacting polling clients by phone to update their terminals and ensure all transactions are polled and submitted to the bank in a timely manner.
- Day-to-day resolution of inbound phone and email client queries, incidents and requests in relation to the ITS suite of products to customer satisfaction and meeting quality and delivery targets.
- Identifying and implementing service, process and product improvements.

Responsibilities

- Log, update and track all customer queries, incidents and requests to resolution.
- Escalating customer queries, incidents and requests that cannot be resolved after full investigation.
- Highlight and define operational process risks and gaps and make recommendations to mitigate or minimise the impact of recognised business risks.
- Proactively identify operational process, service and product improvements to ensure the continued effectiveness of these processes in line with business objectives.
- Comply with company security policy to ensure card holder data is protected from unauthorised access as per the UK Payments/PCI DSS compliance rules.
- Support immediate and wider teams through quality management standards to promote and ensure the consistent delivery of both process and product delivery to customer requirements.
- Creation of both internal and external reports and the ability to spot trends where possible.

Experience

- Experience of working within a quality customer service environment, dealing with queries both on the telephone and by email.
- Experience of managing incidents through to full customer resolution
- Proven ability in problem determination and management to resolution whilst able to translate in a non-technical language.
- MS Office skills - Intermediate level of MS Excel required.
- Excellent time management skills.

Job Summary

Location: Chichester
Salary: £18000.00 - £19000.00 Per Annum
Contract Type: Permanent
Sector: IT
Division: Commercial
Date: 24th December 2018

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Key Contact

Peter Hunt

Peter Hunt

Director

Email: Click here
Phone: 023 9232 4666

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Job Summary

Location: Chichester
Salary: £18000.00 - £19000.00 Per Annum
Contract Type: Permanent
Sector: IT
Division: Commercial
24th December 2018

Apply now

Share this job: