Helpdesk Support

Vianet has an exciting new opportunity to join our helpdesk team as we expand into new verticals. The purpose of this role is to achieve a full and comprehensive understanding of our customers needs and to be able to assist in delivering a solution to fulfil these. To ensure our customers continue to be actively engaged with Vianet and enable them to fully realise the value of our solutions, thereby allowing Vianet to both retain and grow our customer base.

Key responsibilities will include:

• To proactively engage with customers and ensure solutions provided are fit for purpose
• Ensuring current customer base is maintained
• Integration with other Vianet teams to ensure the necessary software/hardware requirements are meet
• Ensure customers can utilise website to full potential
• Executes additional tasks in order to meet departmental project/contractual related projects
• To provide customer satisfaction at all levels
• Support alignment between business goals and objectives and customer needs by focusing on customer requirements and ensuring that Vianet adds value at every interaction
• Build and maintain a strong relationship with Customers in your portfolio at the relevant level

There are some essential skills and experience you will need to have:

• Proactive and takes initiative
• Communicates effectively and is able to build relationships with people at all levels.
• Computer literate, specifically MS office
• High attention to detail
• First rate customer service skills.
• Ability to use investigative questioning to diagnose and troubleshoot issue’s.