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Customer Support, Help Desk Co-ordinator/Manager
Customer Support, Help Desk Co-ordinator/Manager
Are you looking to become part of a multi award winning & highly creative team?
Biznet IIS has been a leader & innovator in the use of Internet technologies for over 10 years. Working with a wide range of blue chip clients worldwide, we specialise in the design of web based systems to manage critical information, built around existing business processes and information flow. For further information please visit http://www.biznetiis.com
What we offer:
We provide our employees with an innovative, challenging, team-oriented, fun working environment with opportunities for personal and professional growth. Flexible working hours are available, generous overtime rates with in-house relaxation and time-out facilities which include Nintendo Wii, competition size air hockey and pool tables.
Biznet IIS offers an excellent benefits package including pension plan, childcare vouchers, life assurance, personal development fund, subsidised gym membership, paid holidays and opportunities to learn new things!
The role:
Due to restructuring, continued success and growth, this exciting and demanding new role of Customer Support, Help Desk Co-ordinator/Manager has opened within the Company. It is essential that the candidate has a strong work ethic, people skills and be a true team player. Previous experience in the Internet Solutions Industry is required. You will be the first line of contact after solution delivery and mustbe an excellent communicator with the ability to prioritise calls and issues. Excellent customer service and relationship skills are required. You must be capable of working under pressure and delivering to agreed Service Level Agreements. You will be responsible for monitoring and maintaining maintenance and support contracts. The individual will be expected to liaise with the project delivery, technical development and account management teams. You will also work closely with our testing and quality control team.
Skills Required:
- Help desk support and management experience - answering support calls from clients and processing support emails.
- Hold a relevant IT degree or 1+years experience within a similar environment.
- Experience of logging and monitoring calls and issues on internal CRM system.
- Tracking, monitoring and updating clients on issue status.
- Proven good computer skills are essential including knowledge of Internet programming languages.
- An ability to investigate queries, resolve or escalating them to the development/design team when necessary.
- Ability Liaise with technical development manager on organising and scheduling technical issues to development team.
- Liaise with design team lead on organising and scheduling design issues to design team
- Diagnose and troubleshoot general technical issues
- Ability to monitor and maintain issues in line with agreed SLA's and Maintenance Contracts.
- Track and notify customers of successful resolution.
- Provide feedback to quality control and testing team.
- Motivated individual with good time management and prioritisation skills.
- Excellent customer relationship skills.
- Ability to work in a very busy, dynamic environment.
- Assist in any other general tasks that may arise
- Good communication skills, both oral and written.
Salary: Negotiable depending upon experience.
If you think we are the type of company you have been looking for and that you have what it takes to be a long-term contributor and member of our team, please send your CV & cover letterto careers@biznetiis.com
Biznet IIS is an equal opportunities employer.