The helpdesk is the lifeblood between Elite Document Solutions and our customers.  As our customer’s first point of call, the Document Solutions Department is responsible for creating a good image and excellent customer interface. Using our call tracking software, it provides a central call logging service that accurately records all requests for support as well as providing a record of all jobs completed by our staff, and where possible resolving problems over the telephone. Office based you will be responsible for handling incoming call requests, resolving them where possible, or passing them on to a senior member of the team.

Main Duties:

  • Provide a sound interface between the Elite team and the customer.
  • Logging and closing all support requests, and escalating any calls that cannot be resolved to a senior team member
  • Ensure all support requests are managed in accordance with targets set out in SLA.
  • Maintain accurate clear, concise service records on the call tracking software.
  • Maintain a sound understanding of our customer’s business and requirements.
  • Remotely connect onto customers’ systems to resolve issue
  • Escalating any potential issues to senior helpdesk staff
  • Any other duties that may reasonably be required from time to time.

Skills Required:

  • Customer Service experience required
  • Previous Helpdesk experience advantageous
  • Ideally have a working knowledge of networking and software installations
  • A good level of IT knowledge
  • Strong operational and process experience
  • Ability to communicate with all levels with the customer and organisation, both face to
    face and over the phone

To apply for this position, contact us and submit your CV