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Support Service Despatcher

Location: North East

Salary: Upto £26,000

Job Type: Permanent

Job ID: 169609

We’re on the lookout for a Support Service Despatch to manage a Help Desk call logging system for a company based in Newcastle.

You will actively monitor each calls progress, keeping lines of communication open with the support team and customer through to completion.

The successful candidate should be a driven individual with strong organisational and communication skills who can take control of situations, putting customers’ needs first at all times.

Experience of a Service Desk environment would be advantageous but not required as all training will be provided.

The role will report directly to the Support Services Controller and will be part of the Support Management Team.

Responsibilities:

 

  • Working as part of the Support Services team to despatch / co-ordinate the allocation of support calls/tickets to the engineers

  • Manage the Help Desk call logging system

  • Working as part of the management team to escalate issues in a suitable time frame

  • To log customer support requests and despatch to the Engineering team

  • Production of monthly management reports to the service management team and the customer

  • To review & keep ‘Skills Matrix’ current

  • Ensure technical documentation is updated by the engineer on call resolutions

 

Knowledge, skills and experience:

  • Have a technical appreciation of the most common IT technologies

  • Experience in Installation, Configuration, Repair and Support of a wide range of hardware, operating systems, and applications in a LAN/WAN environment

  • Excellent communication and interpersonal skills with a strong customer service ethic

  • Demonstrate strong organisational skills resulting in effective support ticket management.

Qualifications

  • Hold, or be studying towards at least one vendor or vocational qualification NVQ level 3 or equivalent etc.

 

You’ll be an excellent problem-solver, able to work independently and as part of a team to identify and support changes within the business process.

If you’re interested in this role, send across your CV and a member of our team will be in touch!