Data Entry Problem Solver
Location: Fujitsu in Bracknell
Pay Rate: £8.45
6 months rolling contract
Rotating shift pattern
Handling Incident, Service Requests & Change escalations and queries from the SPOC. The SPOC do not have access to CASD which makes it difficult for them to provide customer updates.
*Check for latest update in CASD and find out what team it resides with.
*If further info required contact the team responsible via the phone for an update
attempting to get the information required from the SPOC to fulfil the minimum data set needed to progress Incidents with the GC Resolver Groups. Ongoing work is in place to embed the new KA's and associated processes. As an interim there is a requirement for Swivel 1 to:
*Check for relevant info (minimum dataset) at triage stage
*'Accept' if additional data is easy to capture, contact end user to obtain info
*'Reject' if key data is missing from the minimum dataset outlined in the SPOC KA
Incident Triage within agreed SLA - covered between 7AM and 7PM
*Reviewing every Incident on a case by case basis
*Ensuring minimum dataset met
*If not for GC pass back to SPOC to reassign
*Complete task within 15 minute SLA
Ad hoc duties linked to Incidents, Service Requests, Changes and Complaints as and when required.
Mandatory Skills Required:
*Excellent Customer Service Skills.
*Troubleshooting & Diagnostic skills.
*An analytical approach to problem solving.
*A commitment to the customer and to continuous learning and personal development.
*Good interpersonal skills.
*High Personal Tolerance of stressful situations.
*An ability to work within a team.
Desirable Skills required:
*Experience/Knowledge of working in defence Experience of incident management software.
*Experience of using knowledge base software.
For this position you will be required to do a (SC) Secret Clearance check. This will be done by Fujitsu
Kelly Services are an Equal Opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. Kelly Services are acting as an Employment Business in relation to this job.
- Customer Service
- Data Entry
- Ticketing Systems
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