Helpdesk Analyst

Helpdesk Analyst

My client requires a Helpdesk Analyst to join a busy Service Centre team.

You will be required to provide quality support with a high degree of customer satisfaction, technical expertise and timeliness.

- This position offers the opportunity to work within the transportation sector working with an extensive list of high profile projects.
- You will be exposed to all areas of transportation technologies including the latest innovations in automated fare collection and contactless payments.
- Continuous variety and guidance from senior members of the team will afford you the opportunity to become a subject matter expert within this sector.

Essential experience/knowledge:

- Research, resolve and respond to queries received via telephone calls, emails and call-backs in a timely manner in accordance with Service Level Agreements.
- Acquiring and maintaining current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
- Recording information accurately, adding any pertinent contract information and passing on within the defined timescales.
- Liaising with customers and sub-contractors to manage calls through to resolution.
- Occasionally acting as a product liaison for products, working with other departments and third party developers to resolve technical issues.

Minimum job requirements:

- The successful applicant will possess strong previous experience within a Call Centre/Service Centre environment.
- Good knowledge of call centre technologies and processes.
- A passion for customer service.
- Excellent communication skills with a professional telephone manner.
- Experience of VDU/Keyboard work and strong customer facing skills.

Location: Surrey, Greater London