Helpdesk Analyst

Helpdesk Analyst

My client requires a Helpdesk Analyst to join a busy Service Centre team.

You will be required to provide quality support with a high degree of customer satisfaction, technical expertise and timeliness.

• This position offers the opportunity to work within the transportation sector working with an extensive list of high profile projects.
• You will be exposed to all areas of transportation technologies including the latest innovations in automated fare collection and contactless payments.
• Continuous variety and guidance from senior members of the team will afford you the opportunity to become a subject matter expert within this sector.

Essential experience/knowledge:

• Research, resolve and respond to queries received via telephone calls, emails and call-backs in a timely manner in accordance with Service Level Agreements.
• Acquiring and maintaining current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
• Recording information accurately, adding any pertinent contract information and passing on within the defined timescales.
• Liaising with customers and sub-contractors to manage calls through to resolution.
• Occasionally acting as a product liaison for products, working with other departments and third party developers to resolve technical issues.

Minimum job requirements:

• The successful applicant will possess strong previous experience within a Call Centre/Service Centre environment.
• Good knowledge of call centre technologies and processes.
• A passion for customer service.
• Excellent communication skills with a professional telephone manner.
• Experience of VDU/Keyboard work and strong customer facing skills.

Location: Surrey, Greater London