Helpdesk Coordinator/Service Desk Agent - Peterlee

Currently seeking a Helpdesk Coordinator/Service Desk Agent, to be based at my clients offices in Peterlee, on a contract opportunity with a duration of 12 months.

Please find full details below for your consideration:

Service Desk Agent

• Troubleshoot as appropriate in order to achieve a satisfactory solution.

• Be ready and available at the beginning of shift to handle client requests. Answer all incoming telephone/fax/mail/web requests striving to meet client specific service levels.

• Adhere to all established call handling policies and procedures, including documentation of proper call detail into the required logging tool using professional telephone techniques.

• Dispatch requests to appropriate second level support groups according to procedures.

• Monitor progress of cases up to pending close status and all aspects of Inbox Management (if applicable).

• Work effectively with all tools at his/her disposal to assist clients.

• Follow case ownership guidelines for each case and close, when resolved, according to the agreed procedure to ensure resolution of clients' requests (if applicable).

• Maintain safe working practices (Health and Safety).

• Checking call information is accurate; complete ensuring that appropriate severity level has been set and updating UK CC tool set with additional information if required.

• Notifying and Liaising with Resolution Groups (Including Inent Management Group/Problem Management) of all critical and major impact cases.

• Communicate concerns with Team Leader and or Deputy.

• Attend team meetings.

• Adhere to schedule:

• Timely arrival at work.

• Be on "available" when shift starts.

• Respect scheduled (lunch) breaks.

• Timely submission of holiday requests.

• Adopt absence notifications according to guidelines.

• Provide input into peers' performance reviews when requested by leadership.

• Positively and professionally represent your team to other UK CC and EDS team members, clients, and potential clients.