Helpdesk Operator Level 2

Helpdesk Operator Level 2

Location: Leeds (LS1) , Leeds View map Salary: Unspecified Competitive Date posted: 20/05/2012 16:04 Job type:Temporary Company: William Hill Organisation Contact: Recruitment Team Ref: Totaljobs Job ID: 53573754

Job purpose and scopeTo respond to calls passed from level 1 and where ever possible provide resolutions to these calls in a timely manner via remote support and technical advice without involving a third party. This is with a goal to restore normal service as quickly as possible, whilst ensuring minimum impact to business levels and ensuring quality of service is maintained.Specific responsibilitiesTo accept incoming calls from level 1 and engineers and diagnose whether the fault can be dealt with by level 2 or third parties.
Take ownership of a fault and see it though to a resolution finally closing the call and confirming the closure with the LBO.
In the event of a call being passed to a third party, ensure the call is monitored and chased with the goal to ensuring the SLA is met.
Ensure that at all times calls are fully updated in the help desk call logging software and that the customer is kept up to date.
Ensure that all customer care procedures are followed at all times.
To follow escalation procedures in the event they are required.
Maintain a close professional relationship with other internal teams to aid in the resolution of faults. Essential skills/attributesGood communication skills are vital with the confidence and ability to talk to internal and external contacts.
Experience in a help desk environment would be an advantage.
Good knowledge of Microsoft systems is essential, Windows XP and Networking preferably.
Any knowledge of SQL would be of benefit.
Knowledge of communication systems and networks would be of benefit.
The ability to manage your own work load is essential.
Be able to work on your own initiative.
Ability to stay calm and work well under pressure.
Flexibility is essential due to the operational hours of the desk.
The ability to work well as a member of a small team.
Good time keeping is essential