My Client is a seeking a number of candidates with excellent customer care and helpdesk support experience to join their Service Desk team based in Surrey and are prepared to train and develop talented individuals who can bring exceptional core skills and commitment to the table. This is a fixed term contract for 9 months for Service Desk Technician

As a leading integrator of payment and information solutions providing the smart technology to enable the public to move freely and easily across the UK’s travel networks, it is their contactless payments and traffic management systems that keep the transport network moving.

Job Details:

Based in their offices in Surrey, they are looking for talented and enthusiastic service desk and support individuals to join their existing teams to maintain the systems and technologies that are in place.

Working a 12-hour shift system (06:00-18:00 and 18:00-06:00) 4 days on, 4 days off and 4 nights on. 4 nights off; you will be part of a talented team providing a top quality support function with a high degree of customer satisfaction, technical expertise and timeliness.

Elements of the role will include:

– Researching, resolving and responding to queries received via telephone calls and emails; and performing call-backs in a timely manner in accordance with the SLAs
– Monitoring and actioning alerts and tools in accordance with the SLAs
– Developing and maintaining knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
– Record information accurately and escalating within the defined time-scales
– To provide and complete a first line fix where possible and within defined time scales.
– Provide shift interim reports and handovers as requested and defined
– Maintain a high standard of housekeeping within the Service Centre
– Present a professional and responsible image to our Customers
– Lead or participate in team projects that enhance the quality or efficiency of support
– Handle escalations as assigned


– Minimum of 5 GCSEs including Maths & English (grade A-C) or equivalent.

– HNC or relevant technical experience gained in travel or telecoms industry
– Helpdesk or Service Desk industry Qualifications


– Experience in Service centre technology and processes
– Passionate about customer services, with the ability to understand the importance of meeting targets and understand the importance of maintaining good customer relations
– Able to communicate effectively via the telephone, email and any other channel
– Data entry experience essential
– Broad experience of communicating with customers in varying support situations
– Able to make a significant contribution in a team environment
– Ability to adapt to a changing environment

– Familiarity with relevant Windows operating systems, languages and environment

Personal Qualities:
– Ability to work under pressure
– Logical, pro-active and analytical approach to their work
– Self-motivated
– Attention to detail
– Ability to multitask
– Good Time Management and reliability
– Ability to work independently as well as part of a team
– Effective communication skills

This is a superb opportunity to join an outstanding organisation committed to delivering the very best advanced collaboration solutions to increase their value and productivity.

Candidates MUST be eligible to live and work in the UK to be considered for this opportunity.  For further information and an initial discussion please call Keith Wilkins today or send your CV for review.  Please note that every application received is personally reviewed by our team. Avocet Strategic Resourcing does not use automated screening tools.

Avocet Strategic Resourcing is acting as an employment agency in regard to this role and does not discriminate on grounds of race, sex, marital status, religion or belief, sexual orientation, age or disability.

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