Milton Keynes, Buckinghamshire
6 months ago
Morson have an exciting vacancy for a Customer Service Help Desk Administrator to work for one of our Aerospace clients based in Milton Keynes.
Customer Service Help Desk Administrator
To provide 1st Level IT admin support to end users across all services to ensure respective SLAs & KPI's are delivered to the customer's expectations.
Key responsibilities include
* Work with the user over the telephone, direct PC to PC connection or via email to resolve problems with IT service issues
* Ensure that requests for assistance are responded to in a timely manner according to agreed SLA's
* Diagnose and resolve problems accurately making sure they are logged correctly and either closed successfully or escalated appropriately to 2nd Line support teams
* Seek to document and communicate new fixes and workarounds to 1st & and 2nd Line support teams
* Ensure full adherence to escalation procedures in Incident, Problem & Change Management.
* Take ownership of escalations when asked, deliver solutions
* Seek to improve process & procedures