Customer Service Helpdesk

  • Location
    Crewe, Cheshire
  • Salary
  • Category
    IT - Helpdesk, Technical Support
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

The Details

Full time position for 37 hours per week.

You must be flexible for working hours between 0700-1900 during core hours support

Rate of pay is £9.10p/hr

33 days Annual Leave - after 12-week service

Access to Adecco Lifestyle benefits

Reward and Recognition Programme

Temporary ongoing assignment

We are looking for people who have…

Excellent communication skills

A passion for problem solving

Results driven
Good communication skills with the ability to adapt and deal with all levels of seniority
Drive and motivation to provide excellent service even at busy times
Initiative to work alone and take responsibility for work, whilst working within a wider team
An interest in IT and a good level of 'day-to-day' computer skills
Ability to learn various processes with great attention to detail
Ability to work well under pressure in a fast-paced environment

The Job- 1st Line Service Desk Agent

We are looking for candidates to support Government and Commercial customers. Focus is to delight the customers by offering a first-class service and to achieve this our client recognises the need to offer first class training and development to all candidates.

Your duties will include:

  • Being the first port of call for major UK companies and services, such as Ministry of Justice, Metropolitan Police Service and Government Insolvency Service

  • Troubleshooting issues on the phone with end users and providing fixes or referring to 3rd line support teams

  • Providing advice and guidance to callers where an issue is not relevant to IT support

  • Delivering a high level of customer support to all users at all levels of seniority

  • Raise tickets to relevant support teams for progression of end user faults and issues.

What we expect from you…

Customer service first- Call handlers are dedicated to delivering an excellent level of service to all users. This isn't a position where you read from a script, you will need to act on initiative whilst being polite, professional and friendly at all times.

Keep a cool head- Due to the customers our client supports, demand is constantly changing. We are looking for candidates who can adapt and stay calm under pressure, work quickly and efficiently, and communicate well with their team to get the job done.

Eye on the prize - all members of the team are expected to contribute to the success of the desk. You will have regular feedback on your call quality, accuracy of written work, and targets as to calls per day and handling time. We are looking for candidates who are motivated by targets and have a genuine desire to deliver excellent results.

Keep it professional - Our Client takes pride in having a friendly and welcoming workplace with a high level of professionalism. There is a dress down policy in place every Friday with business casual dress Mon-Thurs that emphasises comfort and individuality and offers an alternative to suits, ties and the formality of traditional business attire.

Right on time- Our Client service relies on having all the team logged in and ready to assist at your scheduled start time. This enables them to forecast and schedule effectively to meet the demand of the customers.

Working hours- to meet the demands of the customers, successful applicants will follow a shift pattern. All agents will need to be flexible to start work as early as 7am and finish as late as 7pm on a rota basis.

Security Clearance

All applicants will be required to pass a security check to take up an assignment with our client. The levels of security clearance vary depending on the client you are supporting.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Chee Chan