1st Line IT Customer Services Advisor

Warwick, Warwickshire, England
£18000 - £20000 per annum
11 Oct 2016
08 Nov 2016
Recruitment Genius Ltd
Contract Type
Full Time
This progressive IT company based in Warwick is looking to recruit a 1st Line IT Customer Services Advisor to provide comprehensive 1st line user support on the helpdesk for all incoming calls regarding technical issues. To provide and promote a professional, high quality, helpful front line customer focused telephone service to all callers to identify IT issues and evaluate priority and impact.

To be successful in this role you are required to have an understanding of IT and have an interest in key technology developments, excellent written and verbal communication skills and overall be driven to learn and succeed.

Customers might be anxious or frustrated due to the issues they are encountering, it will be your job to deal calmly with the call, reassuring customers and explaining clearly the next steps in the process.

Above all, they look for people equipped with the first-class communication skills to build a rapport with customers, as well as our internal and external departments. Customer service or contact centre experience would be great, but maturity and life experience comes in equally handy.

Job purpose:
The post holder will be responsible for dealing with all customer enquiries in relation to our services, focusing primarily on IT and Network related issues. Delivering a service to meet the individual needs of all customers and wherever possible resolving enquiries at first point of contact.

Duties and responsibilities:
- To take responsibility for being the first point of contact for all callers and ensuring that a high quality of service is delivered at all times.
- To ensure that all calls are dealt with promptly, in line with agreed standards and targets.
- To have full knowledge and ability to access relevant services to meet the individual needs of our customers.
- To establish, develop and maintain effective working relationships with all work colleagues to ensure a 'one team approach' to the delivery the Customer Service standards and meet the business objectives.
- Liaise with colleagues in local offices.
- To follow current procedures when transferring a call to another member of staff or for specialist advice.
- To take ownership and responsibility for all enquiries presented, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions.
- Deal with all calls received in line with current Service Level Agreements, policies and procedures.
- Carry out all administrative tasks and any necessary follow-up work in relation to incoming calls.
- To have an understanding of the key business priorities and performance indicators.
- To identify ways in which the team can further improve performance and service delivery to customers.
- To ensure a clear knowledge and understanding of team objectives and priorities and how the individual role will contribute to the achievements.