Current Vacancies at Exchange Communications

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Join our team

Exchange Communications currently have a vacancy for a Service Desk Administrator - and are on the lookout for exceptional talent to join our team - is that you? If so, get in touch and send us your CV! 


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Vacancy Title: Service Desk Administrator


As Service Desk Administrator you will have the ability to work both independently as well as work cohesively as part small team.  You will be part of a team responsible for the first line helpdesk support to our business customers, assisting with hardware and software problems via phone and email. You will positively engage with the customer to gain detail to identify any issues and escalate

to the engineering team for resolve via a ticketing system. You will provide a friendly and proactive service to customers and conduct efficient handling of each query and advise customers of the solution.


Requirements


  • Minimum of 3 years’ experience in an B2B administrator role.
  • Salesforce experience essential.
  • SAGE experience advantageous.
  • Attention to detail and accuracy.
  • Experience of handling queries and advising customers of required support.
  • Ability to handle system support activities.
  • Provide excellent customer experiences.
  • Resolving support issues in a prompt and professional manner.


Responsibilities


  • First point of support contact for both existing business customers, handling incoming calls and emails.
  • Providing a friendly and proactive service to customers.
  • To log all calls and resolutions via the helpdesk logging system
  • Escalate jobs to the engineering team via the ticketing system.
  • Liaise with other internal departments in relation to all aspects of Service Desk requirements to ensure best solution, consistent with the customer support contract.
  • As and when required liaise with business suppliers, ordering hardware / software as and when authorised.
  • Daily administration for the engineering team’s schedules.
  • Booking and arranging site visits for faults, surveys and maintenance testing.
  • Ensure replacement equipment returns to suppliers.


Competencies


  • Ability to handle confidential information.
  • Ability to multi-task and prioritise.
  • Troubleshooting / problem-solving skills.
  • Interpersonal skills.
  • Team player.
  • Excellent communication.
  • Excellent planning & time management.
  • Computer literacy.
  • Ability to meet deadlines.


To apply email your CV to: recruitment@exchangecommunications.co.uk

Connect with us

Head Office
Exchange House
11-17 Kerr Street
Kirkintilloch
Glasgow
G66 1LF

Tel : 0808 164 2525

Aberdeen Office
3 Carden Terrace
Aberdeen
AB10 1US

Oxford Office
5 Chapel Mews
Bicester
Oxford
OX26 6BS

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