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Our client a global technology company is looking for a skilled Service Desk Engineer for a 6-month contract role based in Sheffield. You will play a key role in ensuring smooth day-to-day operations, handling technical issues, and maintaining excellent customer service standards.
Key Responsibilities:
- Incident Management: Handle incoming calls, manage emails, and track tickets in Salesforce from initial logging through to resolution.
- Ticket Resolution: Coordinate with resolving teams to ensure timely resolutions, proactively chase issues, and provide updates.
- Technical Troubleshooting: Perform line tests on PSTNs and diagnose broadband faults. Assist with new device installations and work with engineers to resolve complex technical problems.
- Customer Experience: Ensure a smooth in-life service experience, from order entry to operational service, focusing on customer satisfaction.
- Network Performance: Monitor 24/7 network performance, resolving issues that cause outages or impact KPIs.
- Metrics & Leadership: Oversee customer experience metrics and contribute to effective management, leadership, and rota scheduling.
Skills and Experience Required:
- Strong technical fault coordination experience and understanding of IT/communication systems.
- A team player with a flexible attitude and a proactive approach to problem-solving.
- Customer-focused with experience in managing both internal and external stakeholders.
- Proficient with Microsoft Office suite (Outlook, Word, Excel, PowerPoint).
- Previous experience working with Salesforce or similar ticketing systems is an advantage.
What's on Offer:
- 6-month contract inside IR35
- Competitive day rate
- A dynamic working environment with a mix of onsite (3 days) and remote (2 days) work
If you're ready to take on a challenging role in a fast-paced environment, we want to hear from you!
