Call Handler - Randstad Sourceright : Job Details

Job title: Call Handler

Location: UK nationwide - WFH/Remote

Length: 9 months initial contract subject to extend

Work hours: Monday-Friday 7.5hrs/day

Pay Rate: £113/day PAYE

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services are currently recruiting a Call Handler for a FM Services and Engineering company.

In this role you will mainly answer calls from Business users who are reporting migration faults or other project related issues. Some of other duties include;

• Take calls from users, log calls and pass to the relevant support team

• 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, and etc

Key Skills/Experience:

• Proven track record in deployment projects, specifically in an User support call handling role

• Must have Office 365 and Windows 10/11 experience

• Some experience of operational service delivery, in an IT service management environment/ITIL framework.

• Familiar with remote software support applications (EG, Beyond Trust) or similar

• Familiar with Mobile Devices, Intune and associated apps

• Knowledge of Multi Factor Authentication (MFA) such as Microsoft Authenticator

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