Night-Shift IT Helpdesk Advisor (1st Line Support)

Manpower UK; Inverness; On-site; GBP 21,000 - 25,000; Full time

Job summary

Manpower UK, on behalf of Capgemini, is looking for a Customer Service Advisor to provide 1st line IT support from Inverness. The role operates on a 4 on / 4 off night pattern (18:00-06:00) after training, with an initial day-shift training period.

You will be the first point of contact for customers, delivering a great service experience and logging requests in the system. You'll respond via phone, email and web chat, guide customers, and escalate to appropriate teams as needed.

Qualifications

• Previous customer service experience is an advantage.
• IT knowledge is desirable, but full training will be provided.

Responsibilities

• Respond to customer requests via telephone, email, and web chat.
• Log all requests using the appropriate call logging software.
• Resolve issues or provide advice and guidance over the phone.
• Assign calls to the relevant support teams when needed.
• Action Back Office requests when required.
• Advise customers and support teams on known problems/workarounds.
• Keep customers updated on the progress of their request or incident.
• Contribute to team success by meeting agreed personal targets.

Skills

Communication skills

IT knowledge

Customer service

Problem solving

Teamwork

Tools

Call logging software

Job description

Manpower UK, on behalf of Capgemini, is looking for a Customer Service Advisor to provide 1st line IT support from Inverness. The role operates on a 4 on / 4 off night pattern (18:00-06:00) after training, with an initial day-shift training period.

You will be the first point of contact for customers, delivering a great service experience and logging requests in the system. You'll respond via phone, email and web chat, guide customers, and escalate to appropriate teams as needed.