Your new company
Opportunity to join a large non-departmental public body, based within Manchester City Centre.
Your new role
Provide a friendly, fast and efficient service in the fulfilment of IT requests.
Building and maintaining relationships with other teams within the support organisation.
Maintaining high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements.
Achieve high levels of accuracy in updating call/requests details on Help Desk tools in accordance with team processes and procedures.
Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.Recognise and escalate request trends to Team Leader to enable prompt escalation to Incident Management as appropriate
Pro-actively highlight gaps in processes, knowledge and tools to Team Leader.
Provide high levels of customer service providing a consistently friendly, helpful and efficient service, so that customer satisfaction rates are maintained.
Highly adaptable/flexible approach in order to achieve corporate goals and objectives.
What you'll need to succeed
Highly self-motivated, with the ability to concentrate on complex customer requests for significant periods of time.
Previous knowledge and experience of working with Active Directory and Exchange.
Excellent written and verbal communication skills with attention to detail.
Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction.
Strong sense of personal responsibility and achievement with awareness of how personal performance influences team spirit and service level attainment.
Excellent keyboard and accuracy skills.
Ability to work under pressure at times, both individually and as part of a team.
Previous experience of software deployment tools.
Knowledge of folder structures and security permissions inheritance. Awareness and application of security policies in relation to the Helpdesk activities
Aptitude for logical problem solving.
What you'll get in return
Helpdesk - 6 month contract - Hybrid (1 day p/w on-site Manchester) - £175 p/d Inside IR35
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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