Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis and resolution of client problems, which may range from very straightforward problems through to more complicated issues. Jobholders are required to respond to a large volume of calls and within a short talk time while also providing a high degree of client satisfaction.
Accountabilities Answers calls within stated time guidelines.
Analyses and interprets client inquiries to ascertain and solve issue.
Provides accurate and creative solutions to client problems meeting all pre defined quality measurements. Escalates calls within stated guidelines.
Provides information, advice or instruction in response to client inquiries. Provides a high degree of client satisfaction in all work undertaken.
Receives and records client inquiries and processes paperwork/systems relevant to client queries. Liaises internally to enable client queries to be answered and problems solved.
Knowledge and Experience
Typically diploma/ degree holder qualified with a relevant technical qualification and Protected content work experience in a technical help desk environment.