Our client a global technology company is looking for a skilled Service Desk Engineer for a 6-month contract role based in Sheffield. You will play a key role in ensuring smooth day-to-day operations, handling technical issues, and maintaining excellent customer service standards.
Key Responsibilities:
1. Incident Management: Handle incoming calls, manage emails, and track tickets in Salesforce from initial logging through to resolution.
2. Ticket Resolution: Coordinate with resolving teams to ensure timely resolutions, proactively chase issues, and provide updates.
3. Technical Troubleshooting: Perform line tests on PSTNs and diagnose broadband faults. Assist with new device installations and work with engineers to resolve complex technical problems.
4. Customer Experience: Ensure a smooth in-life service experience, from order entry to operational service, focusing on customer satisfaction.
5. Network Performance: Monitor 24/7 network performance, resolving issues that cause outages or impact KPIs.
6. Metrics & Leadership: Oversee customer experience metrics and contribute to effective management, leadership, and rota scheduling.
Skills and Experience Required:
7. Strong technical fault coordination experience and understanding of IT/communication systems.
8. A team player with a flexible attitude and a proactive approach to problem-solving.
9. Customer-focused with experience in managing both internal and external stakeholders.
10. Proficient with Microsoft Office suite (Outlook, Word, Excel, PowerPoint).
11. Previous experience working with Salesforce or similar ticketing systems is an advantage.
What's on Offer:
12. 6-month contract inside IR35
13. Competitive day rate
14. A dynamic working environment with a mix of onsite (3 days) and remote (2 days) work
If you're ready to take on a challenging role in a fast-paced environment, we want to hear from you!
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