Support Desk Advisor (133jc) vacancy in Redhill, Surrey ()
Location: | Redhill, Surrey |
Salary: | £18-19k + Benefits |
Vacancy type: | Permanent |
Sectors: | Admin, IT/Telecoms |
Placed by: | Ex-Mil Recruitment |
You will be reporting to the Support Manager and your main purpose will be as follows:-
• To be a proactive member of the Support Desk team providing call answering, technical, administrative and service support within the business as required
• To provide excellent service and response times to customers for call logging, service requests and query resolution
• To deliver first and second line technical support on product, service and billing enquiries
Therefore your key task will include:-
• To work as part of the Support Desk team providing excellent customer service and support to customers
• To log each call taken and ensure the central database (CRM) is kept updated throughout the lifetime of a query and when resolution is made.
• To assist in monthly customer surveys to ensure that the company service levels are met.
• To assist in the development of systems to deliver front line support for the company’s customer handling and customer care programmes and make recommendations for improvements
• To manage the switchboard and reception area as required by the Customer Centre Manager.
• To assist in various administration and central filing duties within the Customer Centre team.
• To assist in ensuring seamless and effective handover to and from Night Shift Help Desk
• To obtain/maintain an in-depth knowledge of our products, services and processes
• To understand the technical issues presented by the customers and to use IT and data knowledge to resolve same.
• To assist in development and maintenance of technical, product, airtime and services source files for utilisation within the department and update databases.
• To assist with department scanning and other general administrative tasks
• To work on a rota basis of 4 shifts on 4 shifts off; each shift is a 12 hour shift currently within an operating day of 8.00am to 10.00pm or an operating night of 8.00pm to 8.00am including regular weekend and bank holiday working, however there may be the occasional requirement to work night shifts as cover (8pm to 8am).
As part of this role you will need to do the following:
Decision Making
• Time Management.
• Keeping customer informed at all times in appropriate fashion
• Taking personal ownership and seeing through to completion any task.
Judgement
• Prioritising workload.
• Providing suitable solutions to general enquiries and providing appropriate technical support
• Chasing issues through to completion
• Maintaining proactive approach to problem solving and customer requests
Contacts With Others
• All customers, existing and potential
• Third party agents and service engineers
• All internal departments
• Visitors to the building
To be eligible for this role you will need the following skills and experience
• Excellent Customer Service Skills and proactive attitude
• Confident and clear telephone manner is essential
• Knowledge of IT and networking
• Accurate and effective PC Skills
• Ability to learn new technologies
• Multi-tasking
• Ensuring that all First Line and Second Line support meets the expectations of our customer by maintaining the measurements set in relation to Customer Satisfaction and ensuring all enquiries are dealt with quickly and efficiently.
• Accuracy of record keeping
• Maintaining in depth knowledge of company products and utilising technical background and knowledge to the benefit of the customer
This role would suit someone who has a good IT and comms background and who wishes to continue with their development within this growing and developing company.
In return they are offer a salary between £18k to £19k and after completion of probationary period they offer the following benefits, sponsored personal pension plan up to 7.5% of annual base salary, free life assurance to 4 x annual base salary and free private medical insurance on a SINGLE basis. Also in addition this role has a shift allowance of £2k per annum.
SIMILAR VACANCIES
Other vacancies that you might be interested in.
27 March 2024
Radio Systems Engineer
- Felixstowe
- Up to £42k DOE
- Permanent
Up to £42k DOE
101DM
17 April 2024
Storage and BackUp Engineer -DV Cleared
- Hertfordshire- Stevenage
- £490 a day DOE
- Contract
£490 a day DOE
114DM
08 January 2024
Developed Vetting (DV) I.T Contractors
- Basingstoke - Bracknell - London - Gloucestershire - Wiltshire - Portsmouth
- £350 - £800 per day
- Contract
£350 - £800 per day
014DM
LATEST POSITIONS AVAILABLE
If you are ready for a new role and the next step in your career, take a look at our latest positions available and find your perfect fit. Whatever type of job you're looking for, your next role could be with one of these leading companies. Become a candidate at Ex-Mil Recruitment and apply today.
17 April 2024
Storage and BackUp Engineer -DV Cleared
- Hertfordshire- Stevenage
- £490 a day DOE
- Contract
£490 a day DOE
114DM
17 April 2024
Unix/Linux Engineer DV Cleared
- Herefordshire- Stevenage
- £490 a day DOE
- Contract
£490 a day DOE
113DM
17 April 2024
Messaging Engineer -DV Cleared
- Hertfordshire- Stevenage
- £490 a day DOE
- Contract
£490 a day DOE
112DM
Urgent Vacancies
We are looking to fill the following vacancies as matter of urgency, click for more information and to apply.
10 April 2024
Mechanic
- Peterhead, Scotland
- £40k + Overtime + Benefits OTE £50k+
- Permanent
£40k + Overtime + Benefits OTE £50k+
106jc
08 April 2024
Business & Sales Co-ordinator - Telecommunications Industry
- Gloucester
- £24,000+ plus benefits
- Permanent
£24,000+ plus benefits
105lw
25 March 2024
Mould Production Team Manager (Injection Mould) - Automotive
- Oxfordshire
- £attractive salary & package
- Permanent
£attractive salary & package
098lw
20 March 2024
Service Technician, SC Cleared - Security/Electrical
- South East
- £30,000 - £35,000 (+ Uncapped Overtime £50k ++)
- Permanent
£30,000 - £35,000 (+ Uncapped Overtime £50k ++)
088lw
19 March 2024
MOD Cyber Security Account Manager, SC Cleared - IT Managed Services
- Hybrid working (Hampshire)
- £55,000.00 + £5k Car + Commission
- Permanent
£55,000.00 + £5k Car + Commission
087lw
Testimonials
A very big thank you to Jean-Claude and Ex Mil recruitment, posted a Job advertisement on linked in and within days of submitting my CV to him an interview was secured. Post interview follow up was fantastic not only feedback given but also an offer of employment followed it, absolutely understands military background and how and where best to place Ex service personell in our transition into civilian street.
Corey
Having had a woeful experience with a number recruitment consultants and companies phishing and farming data from job sites such as CV Library Indeed and Total Jobs who phone up have an initial conversation promise the world and then never hear from then again it was a delight to deal with both Dan and JC at Ex Mil Recruitment.
Genuine honest conversation, with communication throughout the whole process from initial contact, introduction and right through to placement.
I couldn't recommend the team enough genuinely would recommend the team at Ex Mil whether you're an employer seeking candidates or seeking a new opportunity.
Michael H
Jean Claude has been amazing in every step of the way, I'm currently two weeks into my new job a job that I never thought it was achievable..
Jean Claude give me the confidence I needed to do it very highly recommend
Martin Lloyd
I have and many of my contacts have done business with JC and Ex-Mil Recruitment Ltd, every company HR's should use his business module it is excellent.
J Walker
Ex-Mil proved to be a real-boost to our business by giving us an edge over our competitors when it came to recruitment. Lee, our consultant at Ex-Mil quickly worked to understand our business and requirements for the role, zeroing in on a number of suitable high-calibre candidates
Stephen Farrer, Geotechnical Engineering Limited
Ex-Mil Recruitment are an extremely professional recruitment company and sourced an excellent candidate who has become a successful and valued member of our team
Tim Harms, Touch Wood Enterprises Ltd
Having had a swift and effective kick-off meeting with Ex-Mil Recruitment our needs were swiftly understood. Within a week we were presented with a range of candidates for interview. Pleasingly, the individual that we subsequently recruited significantly exceeded our expectation for the role and has effectively "bought us" added capacity for the budgeted price of the role.
Stewart, General Manager (Operations), Service Company
Jean-Claude is a high-energy, dynamic professional who exemplifies the gold standard in the recruitment of ex-military professionals. Using his connections, intelligence and enthusiasm, he met the needs of every business requirement we set.
Michelle Waterson, Bartech Marine Engineering