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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.
