Role

Summary:

  • Acting as the first point of contact to both internal and external customers

  • Managing incoming telephone calls/queries to client SLA standards

  • Managing outgoing telephone calls/queries where necessary

  • Managing customer e-mails to both SLA and Quality standards.

  • Logging incoming calls and emails into incident ticketing tool

  • Provide initial assessment of all incidents/requests, attempt to resolve or refer to other support areas.

  • Maintain high level of first time fix rate to achieve Service Desk Key Performance Indicators

  • Maintain detailed and accurate records of actions taken to support the incidents resolution

  • Maintain clear communication lines in line with company guidelines

  • Identify major incidents and escalate where required

  • Monitor all outstanding tickets

    • Essential / Minimum Criteria:

  • Solid and clear experience in providing 1st Line Support, ideally with a minimum of 1 year experience.

  • Basic PC/literacy skills – confident use of MS Word, Excel and Outlook to a basic standard. Ability to create new letters, use spread sheets to capture and store data in a clear and logical manner.

  • Ability to communicate with people at all levels (from end user to client).

  • Ability to take ownership of incidents

  • Willingness to provide flexibility with shift rota patterns, as required by the business

    • If the above sounds of interest, please apply directly to the advert with your most up to date CV to best demonstrate your experience – Applications will be sifted through daily.

    Adecco are an equal opportunities employer.

    Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.