Helpdesk Support

I am looking for a helpdesk / customer support analyst for my client in Southampton. Work is hybrid model (3 days onsite – 2 days home working) and in a shift pattern. 4 days on, 4 days off covering 6am till 11pm.

Key Responsibilities

• Provide second Level support to external customers and partners.
• Answer incoming calls from customers and respond to inbound communication on cases.
• Monitor group email queue to respond to customer issues logged through our web portal.
• Identify, analyse and resolve customer issues, documenting work in case notes and knowledge base articles as well as escalating issues as appropriate.
• Participate in knowledge transfer activities including passing on information to our 1st level teams and partner support teams.
• Address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated.
• Ensure customers are kept up to date on the status of their case.
• Coordination and direct involvement in operational problem resolution for customers across the globe.
• Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.
• Support and lead certain elements of transition activities for new customers into Support.
• Participate in monthly customer meetings, including support performance reviews.
• Continuous improvement – work with other team members across our global support team to develop, propose and implement improvements in working practices.
• Communicate with other members of the support team both in the EMEA region and global support teams.

Qualifications

• 2 years + experience in technical helpdesk support role.
• Technical skills in SQL and database management (preferred).
• Working knowledge of Windows operating systems from Windows 7 onwards.
• Basic networking knowledge.
• Exceptional customer service skills.
• Ability to independently work as a contributing member in a high-paced and focused team.
• Excellent Team Working skills, with a healthy understanding of the importance of attendance and timekeeping.
• Excellent written and verbal communication skills.
• High level of self-organization and attention to detail.
• Strong problem-solving and analytical skills with the ability to work under pressure.
• Highly motivated self-starter with a desire to help others and take action.