Helpdesk Support

Location: Warminster, Wiltshire Salary: £7000 - £9000 per annum + Pro rata (20 hour week)
Sector: Client Delivery, Engineering, IT & Telecoms Specialism:
Type: Permanent Contact: Aaron Stone

Helpdesk Support


Part time

Helpdesk Suopport required to join a globally established Defence company in the area of Warminster on a part time basis. The Helpdesk Support will be helping the team by covering afternoon shifts (1pm to 5pm) Monday to Friday. The Helpdesk Support will be required to do the following:

  • Using the call handling system to respond to Helpdesk calls:
    • Open a record with the call details on Remedy Incident tracking system
    • Incident problem handling and resolution, where possible
    • Escalation of complex Incidents to 2nd line support
    • Providing call status feedback to initiator
    • Contribute to successful delivery of Service Level Agreement
  • Closure of service incidents:
    • Inform and agree with initiator the delivery of incident resolution / workaround
    • Inform DII Single Point of Contact (SPOC) of incident resolution
    • Close incident on call tracking system
  • Analysis of call metrics to support continuous improvement
  • Using the JAHD mailbox, respond to SPOC emails and provide a daily update list
  • Provision of regular reports, to support tracking of Incidents, including open and closed Incident reports, statistics, and ad-hoc reports

The Helpdesk Support will need to have the following skillset:

  • Working knowledge of Microsoft Office suite
  • Experience of being in a role that uses telephones
  • Self starter with willingness to learn from colleagues
  • Must be a good team player and able to use own initiative
  • Must have good communication skills
  • Ability to gain SC clearance is required

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. A copy of our privacy policy can be found here: Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here:

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