TDM Group Ltd is looking for a motivated candidate who enjoys working in a challenging environment, loves being part of a great team, and passionate about customer service.
At TDM Group Ltd we are passionate about IT and our clients. As a result, we make sure we hire people who provide the necessary technical experience and expertise to help our customers run their business efficiently, effectively and economically.
In addition to inbound call handling and engineer resource planning, the Helpdesk also provides Helpdesk services to a wide range of external and internal customers.
The main responsibilities of the role will include:
• Provide IT Support to customers over the phone and remotely resolve reported problems
• 48 hour week -assigned by rota to cover 24x7 support requirements
• The right candidates may be required to travel to Europe, Middle East and North Africa for projects
• To provide the main point of contact between the IT Services and the users of these services; to resolve and or diagnose as many problems at point of contact
• To receive fault and information request calls from the customers of IT services, and service that call either by resolving on point of contact, or passing the call to the most appropriate person for resolution
• To monitor the progress of the call from inception to resolution
• To keep customers informed of the progress of their queries
• To escalate calls to the Service Desk Manager using predefined procedures where the resolution falls outside agreed targets
• To be familiar with the principles of customer care and Service Level Agreements
• The ability to promote IT Services in a professional manner
• Ability to communicate effectively at all levels of the organisation over the telephone and face to face
• The ability to work under pressure and to handle difficult customers in a positive and confident manner
• Ability to liaise with IT staff, customers and software suppliers with regard to PC related problems and solutions
• The ability to prioritise and escalate work schedules
Job Details
| Date Posted: | 2013-02-25 |
| Job Location: | Amman, Jordan |
| Job Role: | Support Services |
| Company Industry: | Information Technology |
Preferred Candidate
| Career Level: | Entry Level |
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