Technical Helpdesk Analyst

Published: 28th May 2019
Job Type
Office Support


Jenson Fisher are working with our returning client to support in the recruitment of a Technical Helpdesk Analyst for their growing team in the Dundee area.

The company are going through an exciting period of growth and are keen to bring in additional support to the team on a ongoing permanent basis.

The day to day duties of the role will include:

  • Being the first point of contact and 1st line technical support to customers.
  • Managing all enquiries via both phone and email.
  • Accurately record all call details onto the Helpdesk system, ensuring 100% accuracy.
  • Escalation of tickets to 2nd line support analysts if the problem is more complex.
  • Ensuring customers are kept up to date on the status of tickets.
  • Ensuring expectations are appropriately managed according to the SLA's.
  • Be able to offer general advice, points of contact and guidance on all available services.
  • Produce customer quotes on the back of engineer visits.
  • Source and dispatch parts to resolve customer issues.
  • Booking in Customer repairs.

The role is fast paced and the successful candidate will ideally come from a technical customer service/helpdesk role and will be comfortable working in a technical environment. The ideal candidate will have experience of being able to prioritise and multi task, ensuring customers are supported throughout the process as seamlessly as possible.

The helpdesk operates round the clock, so some flexibility is needed to cover out of office hours. This is completed on a rotational basis. General office hours and shifts work around 8am - 8pm.

If you feel you have the above skills mentioned and are keen to be considered for the role, please do not hesitate to get in touch or send in you CV for consideration today.

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