Customer Service Desk - Technical

SUMMARY:
Customer Service Desk - Technical required for our reputable Client who provides cost-effective technological solutions for risk mitigation, operation and management of their clients’ bulk handling operations across a wide variety of industries.  Candidates are required to have a strong understanding of MS Windows, general PC hardware as well as computer networks (TCP/IP, Ethernet, IP addressing).  We require candidates with experience working in a technical support / helpdesk environment whilst coordinating field service technicians.

POSITION INFO:
Purpose of the Role: The highly organized and technically minded candidate will be required to establish and manage our Client's customer service desk function. The individual will play a key role in implement the Client's support processes, managing customer requests, coordinating technical resources and ensuring excellent customer service. The successful candidate must be comfortable working with both administrative systems and technical equipment whilst being able to communicate effectively with customers and the Client's technical team. Key Responsibilities: Establish and manage the company's service desk system. Logi, prioritise and track customer support requests. Allocate support calls to the appropriate technicians. Follow up with customers to ensure issues are resolved promptly. Maintain accurate service records and documentation. Assist with developing and improving support procedures and workflows. Coordinate maintenance schedules and preventative maintenance activities. Prepare reports on service performance and outstanding support calls. Work closely with technical staff to ensure efficient issue resolution. Assist with stock control and administration where required. Minimum Requirements: Excellent computer literacy. Strong understanding of MS Windows and general PC hardware. Good understanding of computer networks (TCP\/IP, Ethernet, IP addressing). Basic understanding of electronic equipment and technical systems. Strong administrative and organizational skills. Excellent verbal and written communication skills. Ability to learn new software systems quickly. Good problem-solving and analytical ability. Valid driver's license. Desired Experience: Experience working in a technical support or helpdesk environment. Experience with CRM, Helpdesk or Service Desk software. Experience coordinating field service technicians. Exposure to CCTV, networking, industrial automation, security systems or similar technical products would be advantageous. Experience creating procedures and improving business processes. Personal Attributes: Highly organized and detail orientated. Self-motivated and able to work independently. Professional and customer focused. Calm under pressure. Able to prioritise multiple tasks effectively. Strong sense of ownership and accountability. Good interpersonal skills and able to build relationships with customers and colleagues. Willing to continuously learn new technologies and systems. What Success Looks Like: Within the first 6 to 12 months, the successful candidate should: Implement a structured service desk system. Ensure all customer support requests are logged and tracked. Improve response and resolution times. Establish clear support procedures and documentation. Provide management with accurate service performance reports. Create a professional, customer-focused support experience. Please note: Should you not meet the minimum requirements or hear from us within 14 days from date of advertising, please accept your application as being unsuccessful.