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Service Desk Advisor

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Job Description

Do you have an interest in IT or tech? We have an exciting opportunity for someone to join our client as a Service Desk Advisor. Working within a rapidly growing business, the successful candidate will be the first point of call for customer and client queries. This is a perfect opportunity to start your career within a software and tech environment.

This is a full-time hybrid role, based on a Monday – Friday fortnightly working hours rota:

Week 1: 9am – 5:30pm.
Week 2: 7:30am – 4pm.As part of the hybrid role 1- 2 days a week are expected to be working in the office.

Company Benefits:

Annual discretionary individual and company bonus
Contributory Pension
Healthcare
Life Insurance
Employee Assistance Programme (EAP)
Free car parking on site
Company Social & Team Building Events
Further Development Training

Key Responsibilities:

First point of call for customer and client support
Handle direct telephone communications with clients through the Service Desk
Initiate direct telephony-based communications with the client base, for information gathering, provide updates and acknowledgment of escalations
Liaising with 2nd Support Teams (internal and external), providing knowledge and support as necessary to facilitate issue resolution
Participate in weekly internal reviews with Sales & Implementation teams, raising trends and escalations as required
Using Jira software, track and report communications and maintain the dashboard
Proactive management of Customer Upgrade program, including communications, information gathering and obtaining customer sign-off

Experience and Skills Requirements:

Previous Customer Service Experience and able to provide examples of where you have had to remain calm under pressure
Excellent communication skills, both written and verbal. This role will involve speaking to our customers via the phone and providing feedback to their queries either verbally or via email
Excellent communication skills, both written and verbal. This role will involve speaking to our customers via the phone and providing feedback to their queries either verbally or via email
Confident Microsoft Office user, including email, Word and Excel.
Knowledge of Jira is not essential but advantageous – full training will be providedIf you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

VR/6365

Job Summary

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Godalming, Surrey Location
IT Job Pro

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