Job Description

Job Title: Technical Helpdesk Technician, 1st Line Support
Length: 6 Month Contract
Day Rate: £250 (Inside IR35)
Location: Sheffield (Hybrid 3 days onsite)

With around 1.2 million customers, my client serves a wide range of sectors, including big household names, government departments, public service organizations, small businesses, and start-ups. They focus on four main product markets: Fixed Voice, Mobility, Fibre and connectivity, and Networked IT services. They provide these services through the largest UK network, offering both fixed and mobile communications. They also extend network IT services to corporate and public sector organizations, along with specialist services for IoT customers.

Why This Job Matters
This is an operational role accountable for:
- Ensuring the in-life service experience for customers from order entry to operational service.
- Monitoring network performance 24/7 and resolving issues causing outages or failures to meet KPI targets.
- Managing all customer experience metrics.
- Implementing effective and efficient management practices, including leadership and rota management.

What I'll Be Doing - Your Accountabilities
- Access and use customer information only as needed to perform operational duties, with additional authority required for other disclosures.
- Answer calls within PCA targets using the agreed customer salutation.
- Meet or exceed bespoke/customer-specific SLA's and internal performance measurements, managing internal and third-party suppliers.
- Accurately log, update, and close event management tickets in a timely manner, taking corrective action when needed.
- Maintain and enhance relationships with customers, suppliers, and business units to ensure prompt fault repair or order implementation, escalating areas of poor supplier performance as needed.
- Ensure all agreed communication, notification, and escalation processes (both internal and external) are followed, including providing customer updates.

Skills Required
- Technical fault coordination and broad IT/communications understanding.
- Flexibility and a strong team player attitude.
- Excellent customer focus with an understanding of key customer requirements.
- Experience in dealing with both internal and external customers/suppliers.
- Proficiency in PC skills, including MS Office (Outlook, Word, Excel, PowerPoint).
- Knowledge of various network technologies, including PSTN, mobile data, VOIP.
- Service desk experience.
- Desirable knowledge of line testing and network fault troubleshooting.
- Experience in a fast-paced environment.

Desirable Skills and Experience:
- Experience working in a pressurized operational environment.
- Proven ability to use Salesforce/Event Management Systems.
- Familiarity with alarm management tools such as Manitou, What's up Gold, etc.

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