Helpdesk Support Advisor

 Working as part of a dedicated Helpdesk Team, you’ll be one of the first points of contact for any client enquiries / queries regarding their on-line experience issues.

 

Remaining the professional face of the business at all times, you’ll be assisting and guiding their clients through a series of tasks or troubleshooting problems, through diagnostic tests and remote access to their computers.

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  Responding to queries via chat, email, or phone


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  Working with other staff members on troubleshooting and diagnosing problems


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  Keeping fully aware of any new and updated software and hardware issues


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  Providing technical assistance for questions and problems


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  Diagnosing system errors and other issues


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  Following up with clients to ensure full resolution of issues


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  Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods


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  Running reports to analyse common complaints and problems


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  Installing or changing software to fix issues


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  Remotely accessing hardware or software for clients to make changes and fix problems

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  Strong computer skills and the ability to troubleshoot and diagnose problems, progressing them to colleagues if currently out of your remit / understanding


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  Experience with Network Repairs and Analysis


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  Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience


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  Understand the importance of providing and maintaining first class customer experience at all stages.