Support Desk Operative

  • Job Reference: 00002238-1
  • Date Posted: 12 September 2017
  • Recruiter: GHM Communications Ltd
  • Location: Didcot, Oxfordshire
  • Salary: On Application
  • Sector: Engineering
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Job Title

Support Desk Operative

Department

Engineering

Office Base

Oxford Office

Location

18 – 19 The Nursery, Sutton Courtenay, Abingdon Oxon OX14 4UA

Reports to

Operations Manager

Benefits/Remuneration

Competitive salary, auto enrolled pension scheme, 24 day’s annual leave

8 days public/bank holidays

Job Ref

SDO/20170906

Job Type

Full time

Employment Type

Permanent

Probationary Period

6 months

Summary

Provide first- point customer contact, receiving phone calls and emails.

GHM Communications Ltd is a progressive, market leading company that has grown exponentially over the last 10 years.  GHM Communications Ltd provides WiFi and business telephony solutions to the care sector and various enterprise sectors.  As we look to the future and build on our successes, our plan for growth and development will be supported by a talented team of enthusiastic and committed people. 

Skills Required

  • Confidence and competence at answering inbound calls
  • Strong customer focus
  • Effective communication – listening, written and verbal
  • Team interaction
  • Problem solving skills
  • Flexible and proactive attitude
  • Commitment to work to deadlines and service deliverables
  • Literate in windows software environments 

A mentor and full training will be provided to enable the post holder to carry out the following: 

Duties and Responsibilities 

  • Answer and respond promptly to inbound enquiries, via phone and electronically
  • Obtain accurate information, raise and log tickets
  • Allocate support tickets to appropriate engineering area
  • Follow standard help desk procedures
  • Identify and escalate priority enquiries
  • Inform management of recurring problems
  • Stay current with system information, changes and updates
  • Despatch, receive and log all goods in and out
  • Manage and maintain asset register, logging all stores in and out
  • Provide a courteous and professional service at all times
  • Provide support to other areas of the business where necessary and as required by needs of the business 

Essential Skills/proven background

  • Proven educational attainment GCSE or equivalent
  • It would be desirable for the candidate to have proven knowledge and experience of customer support and service practices
  • Familiarity with CRM systems and practices (training provided on company specific applications and platforms)

Other tasks and duties 

The above Job Description is not an exhaustive list.  The Company may require you to carry out other tasks allocated to you from time to time.  Such allocation of tasks shall be reasonable and within your capabilities 

Person Specification 

  • Strong customer service focus
  • Excellent communication and interpersonal skills.
  • Ability to adapt/respond to differing requirements and situations
  • Positive attitude with a high level of enthusiasm and desire to learn
  • Strong team player able to interact and communicate at all levels
  • An effective problem solver