Source description
About the role
Provide first point of support to customers for their technical issues/request – taking enquiries by phone and email, Chats
Dealing with problems for hardware, such as servers, computers and printers, and software programs, Office Products etc
Asking questions about the problem and explaining possible solutions
Dealing with common or basic technical issues such as resetting passwords
Using automated diagnostic programs to solve network problems
Updating knowledge bases with details of common problems which customers can view online
Using helpdesk software to log calls with descriptions of issues, progress and solutions
Passing tickets to technical teams if required as per the process
Comfortable working 24/7 shift from Middlesbrough
Prior knowledge of logging tickets on ServiceNow ticketing tool
Basic knowledge of Incident/Request Management process
Job type: Contract Division: eTeam Workforce Limited Reference: 21-04693
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