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| Job Location | Isleham |
| Education | Not Mentioned |
| Salary | £18,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
Service Desk Administrator - Cambridgeshire Salary - £18,000 pa Service Desk Administrators are required by our client based in Cambridgeshire. Our client supplies Telephone & video conference systems in Cambridge, East Anglia & the South East. Formed in 2004, our clients business has grown into a multi-award-winning telecoms company. The main purpose of this role is to deliver excellent support services for customers through ticket ownership and adherence to Service Level Agreements, across a wide and varied customer base. As a member of the Support Team, youll be first point of contact for all technical related Incidents and Service requests, ensuring that you are able log customer queries whether by telephone, email or other sources, in a clear and effective manner. You must be able to demonstrate your ability by troubleshooting customer issues and aiming to resolve those issues to the users satisfaction, in accordance with predefined service level agreements. This is predominantly a Customer Service role, with the ability to want to learn other skills, such as Technical Skill set and Technical Administration in the future. * Key accountabilities: - Answer / respond to calls according to process and policy (including time limits), resolving directly wherever possible in a professional manner * Escalate issues to other teams according to service management processes * Achieve targets as directed by Support Services Management, e.g. average number of calls per working day or % of availability issues logged * Facilitate the sharing of know-how, including through the coaching of others and through documenting resolutions * Identify underlying issues to incidents arising and log as problems * Identify security incidents and log and escalate as appropriate * Identify availability/capacity issues and major incidents and log and escalate as appropriate * Provide support outside normal working hours, if required * Update call records as further updates are known Experience * At least 6 months Customer Support /Admin experience * Experience of a face to face or phone-based customer focussed role * Working with business clients in a B2B environment. Skills Organised and a keen eye for detail. Customer centric and empathetic. Demonstrates passion for resolution.Understands SLAs across a wide and varied customer base. Uses fact-finding and diagnostic tools. Perform well under pressure.