For: Helpdesk Administrator
Meyer Scott Ref: VR/04462
SHIFT PATTERN Earlies: 06:15 - 14:00 Lates: 13:30 - 21:15 Nights: 20:45 - 06:45
Week 1 Monday to Friday Lates 5 on / 2 off Week 2 Monday to Friday Earlies 5 on / 2 off Week 3 Friday to Sunday Nights 4 off / 3 on Week 4 Monday Nights Saturday & Sunday Earlies 1 on /4 off / 2 on Week 5 Tuesday - Thursday Nights 1 off / 3 on / 3 off
This role is based within a busy Network Operations Centre. Candidates will be responsible for monitoring client network faults and responding to these in the correct manner and timeframe. Duties include;
· Responding to all incoming calls relating to support for all Network Operation Centre customers in the appropriate manner. · Accurate logging of calls and faults on the system. · Co-ordination of Engineers. · Raising tickets for required works. · Generating planned work orders and reports. · Co-ordinating Engineer on-site activity, relating to site access and stores. · Carry out all work accurately and in accordance with company quality procedures and Service Level Agreements. · Carry out fault management tasks and allocation as per the works process. · Maintaining the shift handover documents and spreadsheets in order to maintain a fluid working shift rotation. · Handle incoming calls and e-mails to the Helpdesk. · Maintain accurate notes and reports on all open tickets to enable all users to see job progress. · Strict adherence to customer specific Service Level Agreements. · Maintain good working relationships with customers and Engineers. Report escalated calls/ issues to senior member of the team.
It is essential that candidates have accurate data inputting skills and are adept in using MS Excel. A keen eye for detail and a strong customer focus are key to the success of this role.
CANDIATES MUST BE ABLE TO WORK ROTATING SHIFTS WHICH WILL INCLUDE NIGHTS AND WEEKENDS
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