Company: Worley
Skills: IT - Software Development, IT - Sys Admin & Support
Education: Some College
Employment Type: Full Time Salaried Employee
Salary: Negotiable
Location: Aberdeen, Scotland, United Kingdom
No location/work authorization restrictions found.

Worley is currently looking for a Desktop Support Technician to support our team based in our Aberdeen City Centre office for a period of 12 months.

Key Responsibilities

  • Providing excellent Customer Service via the telephone and email system
  • Logging Incidents/Requests that are issued to the Service Desk over the phone, portal or via email
  • Maintaining the rapport with Customers by displaying a detailed understanding of their support requirements
  • Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
  • Proactively manage updates to all parties with Incident/Requests statuses through to resolution
  • Develop and maintain communication skills appropriate to the environment
  • Understand and proactively operate the escalations procedure
  • Consistently meet Service Desk (KPI) Key Performance Indicators and (SLA) Service Level Agreements as set by the Support and Services Lead
  • Provide shift cover with current Service Desk operations between 08:00 - 18:00 Mon - Fri, flexibility on shift hours in the future would be an advantage as the customer base for the company expands Globally
  • Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks

Role Requirements

  • A Customer Services background
  • Ability to learn new skills, processes and systems quickly
  • Excellent verbal and written communication skills
  • Excellent Customer Service skills
  • High degree of multi-tasking
  • Assertive, confident, positive and professional manner
  • Ability to deal with potentially stressful situations
  • Flexible and adaptable as the business demands
  • Ability to work in a team and as part of a team members
  • Excellent Problem-Solving Skills
  • Strong attention to detail in logging support calls, updating call details and managing call closure
  • Ability to work under pressure