Job title: Call Handler
Location: UK nationwide - WFH/Remote
Length: 9 months initial contract subject to extend
Work hours: Monday-Friday 7.5hrs/day
Pay Rate: £113/day PAYE
Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services are currently recruiting a Call Handler for a FM Services and Engineering company.
In this role you will mainly answer calls from Business users who are reporting migration faults or other project related issues. Some of other duties include;
- Take calls from users, log calls and pass to the relevant support team
- Obtain all relevant details of the fault or issue and record in the IT Service Management system (Ivanti)
- Assess the nature of the fault and resolve if possible. Otherwise route to an ELS Analyst or engineer
- Advise the user that the fault will be investigated within a specific timeframe if unable to resolve the fault immediately
- Support the ELS Team lead by accepting and managing delegated tasks, and etc
Key Skills/Experience:
- Proven track record in deployment projects, specifically in an User support call handling role
- Must have Office 365 and Windows 10/11 experience
- Some experience of operational service delivery, in an IT service management environment/ITIL framework.
- Familiar with remote software support applications (EG, Beyond Trust) or similar
- Familiar with Mobile Devices, Intune and associated apps
- Knowledge of Multi Factor Authentication (MFA) such as Microsoft Authenticator
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