To work on site at various customer sites around the UK where required. Maximising team effectiveness and productivity and ensuring all contractual SLA’s are met and deliver a world class customer experience.
Client Details
One of the UK’s largest providers of business software and services serving global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million FE learners across the UK, handle over 10 million wills, and so much more.
Description
*To Conduct and respond to customer requests against a customer defined SLA
*Ensuring that all incidents are cleared down in real-time and updating the Incident Management System.
*Maintaining a high level of service at all times with response time and escalation parameters
*To take, log and manage incidents or as assigned to you on the Incident Management System through to resolution through the use of correct systems and management escalation paths where applicable
*Work in a shift pattern between the hours of 08:00 and 18:30 on site (7.5hr day)
*Ensure that the Incident Management System is updated with all activities undertaken by you with corrective actions taken, or scheduled with the client.
*Distribute other work out to colleagues in the team where necessary.
*Will be first point of contact for escalations by users and be the first line resolver of any issues
*Will be required in some cases to work outside core hours on supporting events / fault resolution / System upgrades
*To assume the role of Company ambassador providing the highest levels of customer service
*Identify potential business opportunities for the Company
*Accurately implement and work in line with Company policies and procedures
*Project a professional image at all times
*Maintain professional standards of quality of work, personal presentation and personal conduct in relation to yourself and your team
*Maintain an accurate diary, utilising communications equipment and remain as accessible as possible throughout the working day
*To attend internal and external training courses relevant to Company products, as required.
*Ensure that you obtain permission before incurring costs for which you expect the Company to reimburse you
*Ensure that all Company matters are kept confidential by you at all times
*Ensure all administrative returns are made on a strict and regular basis
*Take good care of all Company supplied tools and equipment
*Carry out duties in accordance with the Company’s Equal Opportunities and Health & Safety Policies
*Carry out additional responsibilities as requested by the Management Team
Profile
*Ability to assess, interpret and apply known skills to a range of site based problems that may arise
*A good understanding of operating systems and networking.
*A good understanding of Microsoft products including Office and Windows 10/11
*Utilisation of your knowledge and expertise in attending customer sites to provide an effective, highly professional solution to reported problems, including the proficient diagnosis and repair of equipment
*Provision of effective, highly professional installation services, including site surveys, audits, de-installations, moves and preventative maintenance work, within the required timescales.
*Provision of technical assistance when required to other colleagues
*Provision of technical vetting as and when required
Job Offer
Potential for the role to go permanent towards the end of the contract.