IT Helpdesk Assistant

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Job Title : IT Helpdesk Assistant

Company Profile

A Cumbernauld based IT sales and support company have a fantastic opportunity for an IT Helpdesk Assistant to join their multi-disciplined, highly experienced IT team, supporting SMEs, Corporations and Charities.

Their experienced team care about their customer’s needs and always build long lasting relationships that challenge them to consistently be the best.

The successful candidate will be offered a full time 37.5 hour per week permanent contract. Hourly rate on offer it the real living wage rate of £12.60

Key Duties and Responsibilities :

This role is ideal for someone looking to start their career in IT. You will be expected to respond to and work through the support cases logged into the technical 1st line support queue in priority order and work with the customer to resolve their issues.

As an IT Helpdesk Assistant, you will be responsible for :

Take on 16-20 cases per day. This figure will fluctuate dependent on the number of incoming cases.

Communicate with the customer in a warm, friendly and professional manner.

Monitor the queue and the SLA response times taking cases before the SLA expires.

Manage cases within your queue and update at the end of each week, with a maximum of 10 cases still open (where possible).

Keep notes current and up to date on each communication.

Communicate with each case daily.

Liaise with the customer before closing a case to get agreement the issue is resolved.

Assist other departments within the company with support issues where technical assistance is required.

Update customers technical documentation as required.

Excellent telephone manner

Strong work ethic.

Positive attitude and desire to provide excellent customer service.

A desire to do the very best you can in everything that you do.

Organisational skills with the ability to handle multiple tasks simultaneously.

Strict attention to detail.

Punctuality.

A team player willing to contribute to the team and suggest improvements.

• Attention to detail & transactional accuracy.
• Accountable & ownership of assigned duties & activities.
• Team Player – work as part of a team in a collaborative manner.
• Process Improvement – maximise efficiency and ability to improve end to end processes.
• Resilience – absorb change & new work practices in line with business requirements.
• Communication – be able to work cross functionally and to articulate ideas and suggestions.
• Willingness to learn and develop your IT skills for a rewarding career.

Other info

Role is eligible for the Diploma in Digital Applications Support at SCQF Level 6 after 6months of learning on the job.

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