Ref: PTR16/368
Location: West Midlands
Description: Enthusiastic and highly organised Helpdesk Administrator required for our established and successful technology solutions provider.
Salary: c£18k - £20k neg dep exp
Our client specialises in the provision of an exhaustive range of office technology products and services to an impressive and diverse range of customers throughout the UK. As a result of continued success and a planned programme of strategic growth, they are now seeking to recruit a dynamic, proactive and experienced Helpdesk Administrator to complement their established and successful team.
Reporting to the Service Operations Manager, the successful candidate will provide effective and efficient service support to a household name retailer’s locations across the UK, proactively monitoring all customer requests for service support to resolution, and maintaining excellent levels of customer service through consistent levels of performance and achievement of service KPI’s.
Based in the West Midlands, you will exceed customer expectations and provide a first class service at all times, engaging with customers to understand their requirements and fulfil their requests as required, whilst adopting a proactive approach to fault identification and effective remote resolution where appropriate. You will monitor and respond to all calls and engage with the customer to diagnose and work through hardware fault resolution and some elements of software processes, so exceptional customer service and communication skills are critical for the position.
You will demonstrate a high degree of enthusiasm and motivation and will ensure the effective and efficient provision of field service engineers where required, liaising with both internal resource planners and Dell resource planners as appropriate, and will be confident in working both autonomously and as part of a team within a results driven environment.
You will support the retailer account management team through regular communication, updates and provision of KPIs and undertake the accurate input and update of records on the internal management system, focussing on the achievement of Service KPI’s though effective and efficient routing and of your own KPI’s through consistent levels of performance.
Able to both provide proactive first line support to customers and identify potential customer complaints and follow the complaint escalation process as necessary, you will additionally liaise with and establish working relationships with internal customers to ensure departmental compliance with all Group and departmental policies (i.e. Warehouse, SOP, Logistics).
To be considered for this varied and exciting position with our established and highly successful technology solutions provider client, it is envisaged that the successful candidate will demonstrate proven customer service and communication skills along with an understanding of call centre systems, processes and KPI’s and a good understanding of hardware fault diagnosis and resolution, and will be realistically qualified to a minimum of 5 GSCE’s or above.
Contact the IT Team at Premier Technical Recruitment on 01827 68400 or email your cv in the strictest confidence to
