Service Desk Operator - 4 on 4 off Rotational shifts

Service Desk Operator

Hybrid - between E16 4TL and home- Rotating Shifts - 4 on 4 off

We are currently looking for a Service Desk Operator to join our high performing team within the Service Centre based in the Canning Town area.
You will support the Service Desk in delivering the day-to-day operation for the 24/7 Service Desk. The Service Desk is responsible for providing first level support and ownership of all incidents and request. Being the single point of contact for customers often dealing with mission critical systems and services.
The 24*7 Service Centre provides network management, 1st and 2nd line maintenance, asset management, logistics services and remote monitoring support to Telent's customers for their business-critical equipment. Some of the industries that the service centre supports include, London Underground, Pan TfL, Train Operating Companies, and telecommunications providers
Please be advised this role is working on a shift rotation of 4 on 4 off, these are 12-hour shifts.
Key Objectives:
- Providing first level support and ownership for all incidents and requests
- Initial incident triage of all requests
- Maintaining the rapport with customers by displaying a detailed understanding of their support requirements
- Maintaining high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
- The Pro-active contact with suppliers including escalations when necessary
- Ensuring timely call resolution to achieve SLA's
- Following the Escalations Procedure and understanding the process
- Meeting Service Desk (KPI) Key Performance Indicators
- Dispatching engineers to resolve issues
- Ensuring that we maintain excellent customer service
- Actioning requests quickly and efficiently and ensuring actions are followed u in a timely manner, providing stakeholders with updates and meeting any promises that are made.
- Administration duties
Deliverables include
- Deliver customer service to the highest standard
- A practical and proactive approach to the 24*7 Service Desk Operation
- To take part in open and honest communication as part of the Service Centre team where the workplace environment is proactively focussed on issue resolution and service excellence
- Recognise a need for continuity of delivery 24/7 365 days a year
- Creating a team atmosphere where all in shift respect and value the importance of their role within the team.
Experience:
- Experience of working in complex environments or within a 24-hour service structure
- Working to and achieve key SLA metrics
- Previous experience of working shifts / working flexibly
- Full training will be provided for successful applicants
Skills/Qualifications:
- Strong Customer Service Skills.
- Strong Organisational Skills.
- Strong Written and Verbal Communications.
- A positive approach to customer service
- A positive approach to problem solving
- The ability to remain calm under pressure
- A practical approach to owning and escalating issues
Desirable:
- Understands the diversity of our customers to modify organisational approach to achieve best fit
- Experience in planning or speaking to internal resource
What we offer:
- 34 days holiday, plus the option to buy or sell five days each year
- Company pension scheme
- A range of family friendly policies
- Occupational health support and wellbeing Portal
- Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.
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