Job Description

Key Responsibilities
• Initial point of contact for customers when they ring the Sopra Steria Helpdesk.
• Answer incoming calls within the time specified by the agreed service levels.
• Ascertain the relevant information and call details to ensure right communication. Log these details onto the helpdesk Service Desk call management system (i.e. STARS) to provide accuracy in the system.
• Monitor the status of open calls and to progress these calls to ensure that the contracted service levels are met.
• Escalate issues to the Technical Coordinator
• May provide agreed technical support outside normal working hours (call duty), as required.

Required Knowledge, Skills, and Abilities

Essential Skills • Customer facing telephone and call handling skills • Good communication skills - both verbal and written; • Articulate & able to develop good working relationships with colleagues & clients • Able to use initiative & exercise sound judgement. • Good Microsoft IT skills • Previous experience using internal systems Desirable Skills • Knowledge of IT Experience of Call Management software