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Service Desk Advisor

Posted 19 January by Hollyfield Personnel Easy Apply Ended

Due to expansion Hollyfield Personnel are recruiting for a Service Desk Advisor to join them on a permanent basis.

The Service Desk Technician operates the Single Point of Contact capability of the Service Desk by providing the initial response to all contacts from Eligible Persons, handling Events that have auto-generated Incidents, and monitoring to the Network Management tooling.

To take ownership of managing open calls, keeping customers informed at all times on the progress of incidents through to resolution. To monitor and follow local work instructions of Managed Customers’ Networks.

To provide industry leading customer service to achieve high levels of customer satisfaction.

  • Manage incidents, service requests and changes in accordance with agreed policy and procedures to agreed customer service levels

  • To liaise with other departments within the company as necessary to meet customer requirements

  • To effectively communicate with the customer, during the lifecycle of a fault/ incident

  • Communicate both proactively and reactively with all users, technical resolving teams and 3rd parties

  • Perform the Level 1 Incident actions (using available information) to all Incidents before assigning to the appropriate resolver group

  • Ensure all Incidents and Service Request logged and resolved contain good quality information within them to allow effective management and reporting

  • To ensure that all customers receive an industry leading customer experience with each contact and any issues or complaints are escalated appropriately

  • To work in partnership with regional engineers and to control the resource within the defined geographical boundaries of the region in relation to the priority and urgency of service requests

  • To co-ordinate the part ordering process in order to meet customer requirements

  • Carry out any agreed escalation of incidents not progressing in line with agreed Service Levels that cannot be resolved by the Service Desk and monitor their progress ensuring feedback to the customer

  • Close all Incidents and Requests with agreement from the customer

  • Identify and escalate any Major Incidents or Security Incidents in line with agreed policy and procedure

  • Communicate any planned or unplanned service affecting events as directed by the Service Desk Manager or the Duty Manager

  • Monitor the email, fax or postal sources as directed for new Incidents and Service Requests

  • Awareness of H&S

This role operates a shift basis on a 6 week rolling rota.

Reference: 34018406

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