Skip to main content

This job has expired

1st Line Helpdesk Analyst

Employer
Undisclosed Company
Location
Abingdon, Oxfordshire
Salary
£18000 - £24000 per annum
Closing date
9 Nov 2018

View more

Position 1st Line Helpdesk Analyst (French or German speaking)

Location Abingdon - OX14

Salary £18,000 - £24,000 pa DOE

Hours Rotational shifts patterns Mon-Sunday between 8am-10pm

We are looking to recruit full time and part time Helpdesk Analysts to work at my clients offices based in Abingdon. We are looking for bilingual candidates for this role who speak English and either French or German fluently. This is a customer service role but an interest in technology and providing impeccable service to our customers is key.

As our clients support team is co-located in the UK and India, cross cultural awareness and the ability to communicate is essential. The helpdesk provides support in English, French, and German. We are looking for confident language speakers in any of these languages.

Working hours:

Our 35 or 17.5-hour week will be on a rota basis Monday to Sunday. Example shifts could be 8am to 4pm, 10am to 6pm or 2pm to 10pm on a part time basis, this would depend on your availability. This may include working over the bank holidays.

Please note these patterns may be subject to change due to business requirements, however as an employer who values work life balance, we will try to be flexible depending on your personal circumstances.

Key Responsibilities

  • Answer incoming calls from external customers in a professional and courteous manner, in line with company standards and within set Service Level Agreements (SLAs)
  • Log customer issues using our ticketing tool in an accurate, detailed manner and in real time
  • Provide caller with their unique ticket reference number
  • Follow set processes, procedures and scripts to manage tickets through to resolution, ensuring all updates and relevant communications with our external customers are recorded
  • Understand the customer's issue by -
    • applying common sense and empathy
    • asking set scripted questions and probing with relevant questions when necessary
    • using reference documents and manuals
    • requesting assistance from team members in the UK or India
    • escalate tickets to that you can't resolve to the technical support teams
  • Make outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and accurately logged
  • Ensure all dealings with customers promote the positive Brand

Experience

  • Fully fluent in English or French or German
  • Experience in customer service preferably in retail, hotel or the leisure industry

Personal Attributes

  • Strong customer service focus with a desire to deliver a high-quality service
  • Empathy for the customer and their issue
  • Self-motivated and highly professional with the ability to follow through on tasks
  • A continual desire to go above and beyond to resolve customer issues
  • The ability to communicate clearly, concisely and accurately both internally and externally
  • Excellent time management skills with the ability to multi-task, work under pressure and to tight deadlines
  • A desire to learn and improve skills and knowledge
  • Adaptable and flexible to business demands
  • Strong organisational and planning skills
  • Positive 'can-do' attitude
  • Team player - working collaboratively with customers, 3rd parties and colleagues in co-located teams

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert