Bilingual Customer Service Support – French Speaking

Andy File Associates Limited are working as a Recruitment Agency on behalf of our client with regards this permanent position.

Our client is looking to recruit a Customer Support Helpdesk Advisor (multilingual) where you will be providing telephone and e-mail technical support for one of their prestigious client accounts (mainly in Europe).

It is essential you have excellent fluent verbal and written language skills in English and French. You will be working together with the customer on any problems that arise in order to bring about a speedy resolution to their enquiries. You will be responsible for deciding how best to resolve a customer query, and in turn which queries need to be escalated.

Attention to detail is paramount in this role as you will be maintaining a detailed history on the Call Management System of all issues reported to customer support.
You will work towards and the achievement of call handling objectives and agreed KPI’s

To be successful in this role the ideal candidate will ideally have:
– Previous experience in customer care and if possible in a helpdesk or customer contact environment.
Language qualification or native speaking together with:
– Previous help desk experience
– Excellent time management and organisational skills, excellent communication skills and customer care skills

Hours of work are 8 hours per day 5 days over 7  – 37.5 hours per week between 6am and 8pm.

Benefits include 25 days holiday

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Support Service Desk Consultants

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards these permanent vacancies.

Our client requires both 1st and 2nd line support personnel to provide service desk services to enable the delivery of excellent software support services to external clients.

The ideal candidates will be inquisitive, thorough and tenacious with a strong desire to succeed in a challenging environment.  This is not simply a customer service or IT Service Desk role, the successful candidates will enjoy a varied and complex role and will be required to work a rolling shift pattern.

Responsibilities:-

The responsibilities of this role are significant and wide ranging, below are detailed the responsibilities and consequently the deliverables required of the ‘Service Desk Consultant’.

1.    Day to Day activities:

a)    Having daily contact with the Service team members providing good communications  Upward reporting of progress and problems to the Service Desk Team Leader
b)    Using problem solving skills to communicate with customers and negotiate on operational challenges and issues with the application
c)     Influencing and advising customers on standard ways of achieving changes to their needs
d)    Being a self-starter and able to work independently or as part of a team to identify possible solutions
e)     Logging and investigating issues/requests and providing first/second line services for those tickets
f)      Identifying, performing, testing and investigating options around changes/issues with the system software or configuration
g)     Explaining reasoning behind decisions and identifying opportunities for improvement both operationally, systematically and processes internally
h)     Effectively analysing situations and working with Development, Testing and Project teams in a professional manner to ensure the very best level of service for our clients
i)      Identifying and controlling the tasks allocated to you in order to meet specified time scales
j)      Ensuring clients expectations are set appropriately and are responded to within the agreed SLAs
k)     Ensuring ticket priorities are completed in accordance with the requirements of the client and foresee/prevent client escalation
l)      Remaining positive and constructive in times of pressure and collaborating for a best case conclusion for all parties

2.    Additional Requirements

a)    On occasion, when requested, to provide an on-site presence for the purpose of:
•    improving client relationships and supporting clients
•    software installation and hand holding
•    training
•    improving system/operational knowledge
b)    Ensuring that tasks are completed as set by the GSSM or Directors
c)    Being able to manage time effectively in order to work in an efficient organised way.
d)    Continuously searching for ways of improving all aspects of the role.
e)    Having good computer skills in order to use every day applications.
f)    To follow the company procedures in term of:-
•    Timekeeping
•    Time recording
•    Dress code
•    Discipline
•    Administrative requirements

3.    Advantageous Requirements

a)    To be able to map customer requirements to the Base system, writing specifications to identify:
i)     New functionality to meet the needs of both parties
ii)    Configurable changes
b)    To understand and have experience in the operational workings of a warehouse environment
c)    To have experience writing SQL to a competent level (required for 2nd line support only)
d)    Have an analytical mind-set

Expected Career Paths:-

The following are the expected career paths for successful candidates in this role:

a)    Enterprise Service Desk
b)    Testing/QA Team
c)    Junior/Senior Project Management
d)    Account Management
e)    Development Team

Once known a career path is encouraged and coached in order to meet that goal.  It’s expected that 12 months is a minimum experience level before proceeding towards the chosen path.

To carry out other duties as requested by the Managers and Directors of the company.

 

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2nd Level Support Engineer

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this permanent vacancy.

Our client is one of the fastest growing IT Managed Service and Solutions companies in the North. They have an innovative perspective on how IT should be delivered with a dedication to raising standards within the IT Support sector.

They are looking for 2nd Level Support Engineer that would report directly to the Head of Engineer. The Support Engineer Role is that of providing second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives. This is a fantastic opportunity to join a vibrant and successful team within a business with aggressive growth plans.

Responsibilities include:

• You will provide 1st & 2nd line support remotely or onsite (break/fix problems and service requests) to our clients in accordance with agreed service levels, standards and processes from the centralized helpdesk.
• Escalate issues which are beyond the employee’s capabilities or resource capacity to senior resources in an effective manner to optimize the quality of service provided.
• Deliver general technical advice to the customer
• Identify and take part in initiatives to improve the quality of the IT operational service.
• Some out of hours work available/required
• 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support.
• If necessary, it will request external support, e.g. from software or hardware manufacturers.
• The aim is to restore a failed IT Service as quickly as possible.
• If no solution can be found, the 2nd Level Support passes on the Incident to Problem Management.

Essential Knowledge/Experience:

• Possess a strong technical understanding of the standard hardware and software supported by our client such as Microsoft Windows Desktop and Server troubleshooting skill and experience
• MS Exchange 365 Server, create AD users, mailboxes, distribution and security groups
• General Server Administration tasks, including disk and volume maintenance, Windows Event
• Troubleshooting and program installation and maintenance
• Troubleshooting networking issues by using commands (trace route, ipconfig etc.)
• PCs, Laptops (Mac experience desirable) and troubleshoot faults
• Be self-motivated with a “can do” attitude in responding to the challenges associated with providing end user
• Install, configure, maintain and troubleshoot the following software packages;
o All Microsoft Windows Operating systems but primarily Windows (last and latest versions)
o Centralized Anti-Virus software
o MS Office software packages

Desirable Knowledge/Experience:

• Provide excellent remote support of desktop printing and mobile issues.
• Outstanding troubleshooting and communication skills
• Preferred MCP/MCSA or equivalent or working towards them or a desire to.
• PC support and problem resolution on difficult PC hardware and software issues.
• Excellent interpersonal skills a must as dealing with all levels within the business.

 

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1st Line Support

Andy File Associates Limited is working as a recruitment agency with regards this permanent position on behalf of our client.

Key Responsibilities

  • Provide end user 1st line Support for software applications;
  • Monitoring the service desk for incidents. If possible, resolving them or referring them to application support specialists
  • Assisting the support team deliver quality support to users with their core business applications.
  • To respond to enquiries in person, via email/Internal call logging system or telephone;
  • Support internal testing and installation team where required.

Knowledge, Skills and Experience Required

  • The candidate should have experience and knowledge of working in an IT support role.
  • Flexible approach to work with a proven track record of consistently achieving deadlines.
  • An ability to work well under pressure and to tight timescales
  • Demonstrated ability to work successfully on your own and as part of a team to achieve goals and objectives
  • An analytical approach and experience of working independently.
  • Excellent communication skills at with the ability to communicate at all levels
  • An effective and approachable telephone manner as well as strong organisational skills that benefit your workloads

Ideally candidates will have previous experience of the following:-

  • Microsoft Office 2003 – 2010;
  • Windows Server 2003 – 2012 administration;
  • Extensive Windows client experience;
  • Remote support tools

Pro-active in suggesting new solutions and innovations to the department and business.

 

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1st Line Helpdesk Engineer

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this permanent vacancy.

Our client is a Managed Service Provider, specialising in both remote and onsite IT support, from laptops to servers, Clients span from Scotland to Kent. With a large client base from all sectors and sizes, this is an important stage in the company’s development and growth.

This 1st Line Helpdesk Engineer acts as a telephone contact for this busy IT Services Company, troubleshooting technical issues, raising tickets and escalating to senior engineers when appropriate.

The 1st Line Helpdesk Engineer is responsible for maintaining regular contact with the client, reporting and resolving technical incidents and escalating them where necessary for rapid resolution.

The successful applicant will demonstrate:

  • A ‘can do’ attitude
  • Experience with using Microsoft operating systems, Active Directory, Exchange, TCP/IP and VMWare
  • Excellent communication skills
  • Flexible when required
  • Ability to work under pressure and to deadline
  • Ability to diagnose faults quickly and efficiently

Ideally you will be working in a similar position or be educated to a standard that demonstrates strong knowledge within Desktop and Server Technology.

Opportunity for field work may be made available and access to a pool vehicle will be given.

This is an exciting time to join an established and thriving business with potential to further your career.

 

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Application Support and Installation Engineer

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this permanent vacancy.

Our client is currently seeking someone with a variety of skills to join our team as an Application Support and installation Engineer. We produce innovative web based applications and your role will be to support internal users and developers as well as external clients. Our client is looking for someone who has excellent communication skills and is eager to learn.

The ideal candidate will have experience on a helpdesk providing 1st and 2nd line support via telephone, email and remote support. You will be supporting a bespoke online application so previous experience in this type of role would be beneficial. We provide web – based applications, so experience with IIS or SQL is essential.

Any scripting experience would also be an advantage so ensure it is all clear in your CV.

Candidates should also have a working knowledge of ITIL Service Management, particularly Incident and Problem Management, and how it is applied practically in the Helpdesk environment.

We are looking for someone with good SQL / IIS and Windows server experience that we can train on our applications so if you have exposure to the key technologies listed and a passion to learn then this could be the perfect role for you.

Key Responsibilities:

– Assisting the support team deliver quality support to users with their core business applications.
– Monitoring the service desk for incidents. If possible, resolving them or referring them to application support specialists
– Improve applications and processes for the delivery of specialised services
– Provide systems administration of core applications, testing and implementing changes.
– Provide 1st and 2nd line support to the Operations and Business Support teams and monitor the service desk call logging software.
– Resolve any service delivery issues and customer complaints
– Identify any improvement opportunities. Provide assistance with the implementation of improvements.
– Assist in the enhancement, upgrading and testing of business applications

Key Technologies / Things to Learn:

– 1st and 2nd Line Support Email, Telephone, Remote
– Bespoke Applications
– SQL Server
– Web based IIS, Ecommerce, HTML, CSS,
– Windows Server 2008 and above
– Application build / install tools

Additional skills:

You will be a self –starter with problem solving skills who is capable of working independently

– Must be a strong communicator with professional demeanor and able to work as part of a team and on your own initiative
– You will also have effective and approachable telephone manner as well as strong organisational skills that benefit your workloads
– Must have customer service experience within similar environment and competent in your technical abilities

 

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