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Liverpool, Merseyside Call Centre and Customer Service Posted 12.07.19 £8.40 - £8.50 per hour

Our client, a growing business advisory service is looking to recruit a Customer Helpdesk Advisor to support an internal Service Desk providing support across all offices for the various software and hardware used within the firm, involving all aspects of client support. The role is primarily telephone support.


Call Management:

  • Available on the Service Desk phones at all times.
  • Accurate and complete call logging
  • Ensure timely call resolution with agreement from the client
  • Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating

Response & resolution:

  • Ensure that when troubleshooting, you consult documentation, knowledge and appropriate websites
  • Ensure all clients that visit the Service Desk area are assisted and have a call logged and progressed within the call logging system
  • Assist with desk side telephony/network support as required

Documentation & knowledge:

  • Ensure all calls resolved contain detailed resolution notes
  • Ensure all knowledge obtained is documented and made available within the Knowledge Base
  • Ensure all documented processes are followed

Ensuring effective teamwork by:

  • Assisting your colleagues where possible
  • Contributing and engaging in team meetings and team discussions
  • Sharing knowledge through dissemination and documentation


People/Team Management

  • Excellent communication skills, both written and verbal including active listening
  • Escalate potential process improvements to the procedure owner
  • Undertakes planned activities to develop IT related skills
  • Understands the firms core values and demonstrates these in all activities completed

Excellent Client Service

  • Demonstrate confidence in dealing with all levels of the firm
  • A good team player that capitalises on opportunities for sharing knowledge and encourages others to be responsible for cooperation and open communication
  • Ability to work in a pressurised fast moving environment, helping troubleshoot issues quickly and effectively


Cordant Group is an equal opportunities employer

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