Short term 6 month contract – covering leave of absence

Primary Objectives/ Responsibilities:

Provide point of contact for our customers by telephone.
Assign work to both our Helpdesk and Field Engineers in accordance with skill level and geographical location.
Demonstrate understanding of customers’ needs and adopt customer perspective in all interactions.
 
Tasks/ Activities:

Answer calls direct from our customers by phone.
Log calls into our Helpdesk System (Autotask).
Assign work to our Helpdesk Engineers.
Assign work to our Field Engineers.
Liaison with customers to ensure customer satisfaction with service provided.
Reconciliation of engineers report sheets with Helpdesk service requests logged.
Creation of invoices based on above documentation.

Skills/ Knowledge Required:

Strong administration skills.
Excellent organisational skills.
Minimum of six months experience of working in IT Helpdesk / Call Centre environment (preferred but not essential).
Experience of working in an office environment.
Prior experience with a Helpdesk tool (preferred but not essential).
Proficient PC skills - essential.
Good typing skills - minimum of 35wpm - essential.
Ability to multi-task, adjust to changing priorities and demands.
Ability to work in a fast paced and highly pressurised environment.
Candidates must have excellent communications skills (oral and written).
Must be customer service focused.
Must be flexible, proactive and focused in approach to work, shall enjoy working as part of a team but also must be capable of working under own initiative and direction.