SERVICE DELIVERY SUPPORTER

Job description

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** This is an on-site position,  based in Stevenage  and requires a  SC clearance , meaning 5 complete years residency in the UK up to present date

 

About the role:

 

The role will focus on providing the optimum service to customers as a first point of contact for any customers with IT related issues. The primary duties will be to receive and accurately log incidents, providing resolution wherever possible, or to pass those incidents on to the most appropriate technical teams for resolution, within the agreed SLA’s.

 

 

Responsibilities & Tasks:

 

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Inbound Contact Management – handling contacts from the end user via various contact channels e.g. phone, email and chat.

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Incident Management – logging incidents via phone, incident triage, liaising with resolver teams to progress issue resolution for the end user.
Invoking Incident Managers if an incident comes through that is deemed a High Priority Incident i.e. impacting multiple customers or system down.

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Escalating incidents where customer calls to chase or where progress is slow.

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Provide remote technical support, resolving issues in a competent manner whilst communicating professionally with internal and external stakeholders.

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Prioritise and resolve technical queries and service requests within agreed service levels.

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Monitor Service Desk call queues, ensuring that all tickets are fully updated and are processed appropriately.

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Collaborate with knowledge analysts in updating and creating knowledge articles and archive legacy documents which are no longer appropriate.

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Sharing found new knowledge with team members, supporting with documenting so this can be cascaded.

Skills & Personal Qualities:

 

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Either currently holds BPSS and SC clearance or is able to go through clearance acquisition process. 

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Fluent English Language skills, able to communicate easily with customers both verbally and in writing.

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Strong customer service skills using effective listening, understanding and able to articulate the next steps in a confident and professional manner.

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Good time keeping skills and ability to work in busy environment

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Logical and methodical troubleshooting approach..

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Team player

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Self-motivated desire to learn and understand all technologies and processes across the customer estate.

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Takes initiative to keep skills up to date and maintain awareness of developments in the service desk and customer environment.

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Windows trouble shooting skills and technical understanding of  Microsoft Services such as; Windows, Active Directory, Office Suites, and multiple call logging ticket systems (e.g. BMC Remedy, Support works and Sys Aid).

More reasons to join us:

 

In addition to joining a phenomenal team, you can also expect a fantastic range of benefits.

 

These include:

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25 days annual paid leave;

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Wellbeing programs & work-life balance - integration and passion sharing events;

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Private medical and dental care;

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Pension contributions up to 10%;

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Flex benefits program;

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Courses and certifications opportunities;

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Conferences and Expert Communities;

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Charity and eco initiatives.

Recruiter Contact:

 

Please write directly to  Viktoria Ivanova  on LinkedIn  https://www.linkedin.com/in/viktoria-ivanova-801298129/