Customer Service - IT

The Fox; Thornhill; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local establishment in Thornhill is seeking a dedicated individual for a first line support role, responsible for managing routine incidents and providing excellent customer service. This position involves supporting technical queries and ensuring effective documentation of actions taken. Ideal candidates will possess strong communication and administrative skills, alongside a positive attitude and the capacity to work well both in teams and independently. Benefits include additional leave, casual dress, and company events.

Benefits

Additional leave

Casual dress

Company events

Company pension

On-site parking

Qualifications

• Excellent communication skills both written and verbal are a must.
• Strong administrative capabilities are required.
• Prior experience in customer services is necessary.
• A positive can-do attitude is essential.
• Ability to work effectively in a team or independently.

Responsibilities

• Provide first line support for incidents.
• Manage both routine and non-routine incidents, problems, and requests.
• Work under supervision to assist with standard technical queries.
• Document actions taken in resolving customer inquiries.
• Monitor performance through statistical reporting and analysis.

Skills

Communication skills

Administrative skills

Customer service experience

Teamwork

Problem-solving

Job description

You will be required to undergo various high level security checks/clearances. You need to be able to provide proof of work in UK for last 5 years - to pass To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.

Responsibilities

• Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
• Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first class service.
• Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalates so they can be resolved.
• Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.

Requirements

• Excellent communication skills both written and verbal.
• Excellent administrative skills.
• Previous customer services experience.
• A positive can-do approach.
• Ability to work well in a team and independently.

Benefits

• Additional leave.
• Casual dress.
• Company events.
• Company pension.
• On-site parking.

Schedule

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime.