Helpdesk Coordinator/Service Desk Agent - Peterlee

Currently seeking a Helpdesk Coordinator/Service Desk Agent, to be based at my clients offices in Peterlee, on a contract opportunity with a duration of 12 months.

Please find full details below for your consideration:

SERVICE DESK AGENT

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Troubleshoot as appropriate in order to achieve a satisfactory solution.
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Be ready and available at the beginning of shift to handle client requests. Answer all incoming telephone/fax/mail/web requests striving to meet client specific service levels.
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Adhere to all established call handling policies and procedures, including documentation of proper call detail into the required logging tool using professional telephone techniques.
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Dispatch requests to appropriate second level support groups according to procedures.
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Monitor progress of cases up to pending close status and all aspects of Inbox Management (if applicable).
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Work effectively with all tools at his/her disposal to assist clients.
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Follow case ownership guidelines for each case and close, when resolved, according to the agreed procedure to ensure resolution of clients' requests (if applicable).
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Maintain safe working practices (Health and Safety).
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Checking call information is accurate; complete ensuring that appropriate severity level has been set and updating UK CC tool set with additional information if required.
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Notifying and Liaising with Resolution Groups (Including Inent Management Group/Problem Management) of all critical and major impact cases.
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Communicate concerns with Team Leader and or Deputy.
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Attend team meetings.
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Adhere to schedule:
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Timely arrival at work.
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Be on "available" when shift starts.
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Respect scheduled (lunch) breaks.
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Timely submission of holiday requests.
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Adopt absence notifications according to guidelines.
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Provide input into peers' performance reviews when requested by leadership.
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Positively and professionally represent your team to other UK CC and EDS team members, clients, and potential clients.