Direct message the job poster from Mint Technology.
You will be responsible for the day-to-day operation of the Telecoms helpdesk. This will include dealing with inbound calls and emailed tickets in relation to the telecoms services that Mint provide to their customers. You will be expected to answer inbound telephone calls in a professional manner, document any issues that are encountered, provide an instant first level of diagnosis and then take appropriate action. There are pre-defined checklists for common faults that you will be trained on, and expected to follow.
You will report into the Helpdesk Manager who will be responsible for allocating and tracking the work that is assigned to you.
Skills, Training and Knowledge Required
You will be required to have knowledge of:
1. Basic Helpdesk Operations
2. Good telephone manner (Professional, Polite, Engaging, and Informative)
3. Ticketing Systems
4. Prioritisation of requests
5. Broadband technologies (ADSL, FTTC, and FTTP)
6. Helpdesk based troubleshooting (from checklist)
7. Liaison with third party suppliers to resolve supplier issues
8. Ethernet / Leased Line circuits
9. Helpdesk based troubleshooting (from checklist)
10. Liaison with third party suppliers to resolve supplier issues
11. Networking
12. Monitoring & Configuration of Routers
13. Mobiles
14. Basic troubleshooting & management of sims
15. VOIP Phone Systems
16. Administration (Hunt Groups, Call Routing, Number Assignments)
17. Fault diagnostics
18. Knowledge of Xelion / iPECS an advantage
Key Performance Indicators
Your performance will be measured using the following metrics:
* Number of calls answered (Individually and as percentage of the team)
* Number of tickets created
* Ticket SLA Performance
* Customer Feedback Scores
Non Performance Targets
As well as the measurable KPIs your telephone calls may be monitored and listened to check that your telephone manner is in accordance with requirements and that correct procedures are followed when dealing with tickets and faults.
Your ability to own and adequately resolve the helpdesk tickets assigned to you will also be monitored by your team leader and will be reported on to senior management.
Renumeration
* Competitive salary
* Private medical care
* Death in service
* 25 days holiday
* Company pension
* Regular team nights out
* Annual CPI increases
* Free parking
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
* Industries: IT Services and IT Consulting
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