Location: Newcastle
Contract Type: Temporary
Sector: Technology

RDR Ltd is currently looking to recruit a Call Handler (Inside IR35) on an initial temporary 3 month contract on behalf of its client based in Newcastle Upon Tyne.

Purpose of the Job:

The primary purpose of the Early Life Support (ELS) Call Handler – End User Compute (EUC) role within the IT Folio Programme

  • Work as part of the ELS team to deliver support services to Business users during the UKIT Folio project
  • Answer calls from Business users who are reporting migration faults or other project related issues
  • Obtain all relevant details of the fault or issue and record in the IT Service Management system (Ivanti)
  • Assess the nature of the fault and resolve if possible. Otherwise route to an ELS Analyst or engineer
  • Advise the user that the fault will be investigated within a specific timeframe if unable to resolve the fault immediately
  • Support the ELS Team lead by accepting and managing delegated tasks

Key Accountabilities:

  • Take calls from users, log calls and pass to the relevant support team
  • Must have good telephone manner and experience of IT rollouts and Helpdesk
  • Knowledge of using call handling systems – Ivanti or similar products

Experience:

  • Proven track record in deployment projects, specifically in an ELS Call handling role
  • Must have Office 365 and Windows 10 experience
  • Some experience of operational service delivery, in an IT service management environment/ITIL framework.
  • Familiar with Team Viewer or similar
  • Familiar with Mobile Devices, Intune and associated apps
  • Knowledge of Symantec VPN
  • Knowledge of OKTA

Qualifications:

  • Expected to be educated to A-level standard and ideally educated to degree level or equivalent but not essential, excellent writing/communication skills are very important in this role
  • Preferably with an IT service management qualification, e.g. ITIL foundation.

 

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RDR Ltd are a member of the Recruitment and Employment Confederation (REC) and we have signed the Diversity Pledge 2013. All candidate will be considered for vacancies without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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