The role involves staff working within a helpdesk environment to receive and make telephone calls, interact with emails, populate and manage helpdesk database. Staff are encouraged to work within teams and occasionally individually, but in all cases we expect all staff to use initiative whilst working.
Responsibilities
Main Activities:
- Receive and make inbound and outbound telephone calls, in a professional manner and using correct grammar and etiquette. Interact with emails
- Manage and maintain a database for recording all issues reported to the helpdesk
- Log all incoming job requests and pass them to the relevant service provider
- Ensure that all jobs are responded to within the pre-agreed Service Level Agreements and chase up as appropriate
- Liaise with and provide feedback to customers on the progress of jobs outstanding
- Liaise with external contractors and establish a constructive relationship
- Check, verify and process service providers online progress submissions
- Provide full or part-time cover for other roles within the Helpdesk Team as and when required
- Any other tasks as required
- Complete any courses or training laid out by employer
Future Prospects
This is a long term prospect with plenty of career progression after successful completion of the apprenticeship
Reality Check
Have you considered the suitability of the location / hours / wages?
Skills Required
- Strong Communication Skills
- Excellent IT skills
- Good organisational skills
Qualities Required
- Team Player
- Real willingness to learn and develop new skills
- Highly reliable and trustworthy
Qualifications Required
Maths / English (GCSE or equivalent) Grade A-C or 4 or above
Training Provided
Customer service practitioner Level 2
Teaching and learning the skills, knowledge and behaviours within Customer Services
