Remote Support Desk PPM Engineer

Posted 23 January by SECOM Plc Featured

The company

SECOM are one of the largest security companies with offices all across the UK. You’ll be part of the Group who employ 53,000 people in nearly 2,800 locations worldwide.

The role - Remote Support Desk Engineer x 5 interviews to take place next week and during february

Organisational Reporting: (Reports to)

National Service Bureau Team Leader (Direct)

National Service Bureau Manager

Head of Service Delivery

Network & Links:

  • Regional Engineering workforce
  • Portal Management
  • Service Control
  • Marketing
  • Regional Management
  • Branch Administration
  • Control & Command
  • National Accounts
  • Elite Desk
  • AeroMark Support Centre

Please state goals and objectives:

  • To work within the constrants of NSI DD263 standards
  • to ensure that compliance is achieved within NSI guidelines
  • to provide technical knowledge and support to both engineering work force and customer account base
  • to carry out remote connections where required
  • Ensure all RSD procedures and guidelines are followed
  • be flexible and adaptable when required
  • To ensure service delivery is met to clients in line with their SLA where applicable
  • To meet predefined target times, SLA’s and KPI’s
  • Ensure PPM compliance is achieved each month
  • Ensure productivity reports are accurate
  • Ensure that all stakeholder are updated in the event that PPMs cannot be delivered
  • To build and distribute Secom's wireless solution
  • To Ensure the integrity of the RSD databases /equipment is maintained,
  • Solution and problem solver mentality and metholodgy.
  • To work within the constrants of NSI DD263 standards
  • Ensure all RSD procedures and guidelines are followed
  • be flexible and adaptable when required
  • Liaise daily with the NSB Management team to ensure key daily targets are met
  • Liaise with RSD and Portal Management to ensure our high priority accounts are fully aware of our delivery
  • PPM compliance is achieved in line with NSI guidelines
  • Liaise with the NSB and Regional Management &/or National Accounts and highlight/escalate any known issues or queries that may impact on service delivery to our clients
  • To be flexible and adaptable when required
  • To answer incoming calls into the RSD from internal colleagues and clients
  • Ensure all out of hours processes are followed
  • to work shifts either 6-6 shifts or 7-7 days only (4 days off)

Reference: 33760502

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