Helpdesk Operations

An excellent opportunity for an experienced Helpdesk operator to join this leading supplier of managed IT, unified comms and managed print services to the SME and charitable sectors.

4th Platform is seeking practically minded, proactive helpdesk operators with common sense and experience in managed IT services to enable the Service Delivery Operations to execute the fulfillment and responsibilities to both internal and external customers.

A few examples of the roles inside the Helpdesk operations (Mission Control)

Person specification:

Possess an achievement-based personality and a “make things happen” attitude
Proven customer service experience with excellent written and verbal communication skills
Resource and execute ticketed actions within the Service Delivery process
Effectively communicate with customers and colleagues to achieve desired outcomes
Timely and intelligently organise resources with particular attention to commercial and financial considerations
Ensure that feedback mechanisms are employed for all actions
Verify ticketed performances have been satisfactorily completed and recorded, including data integrity
Review and ensure that service KPI metrics are authentic
Proactively raise issues
1st and or 2nd line support would be an advantage but not essential
Participate in the continual improvement programme
Use common sense and own initiative to proactively work without supervision, but in close liaison with service operational requirements

This is a fabulous opportunity to participate in a modern, progressive team-based environment focused on outcome whilst continually evolving

The details contained in this Job Description reflect the content of the job at the date it was prepared. It should be remembered, however, that it is inevitable that over time, the nature of individual jobs will change, existing duties may no longer be required and other duties may be gained without changing the general nature of the duties or the level of responsibility entailed. Consequently, Principal I Ltd will expect to revise this Job Description from time to time and will consult with the post holder at the appropriate time.