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Key skills - High quality customer services experience, ideally with a technical qualification and an ITIL foundation qualification or higher. CCNA or Service Desk Institute Accreditation. Essentially you will have Service Desk or Customer Facing experience. Ideally with Internet Services based experience.
PLEASE NOTE HOURS OF WORK;
Hours of work: 4 week shift pattern - one of them will be working 3 x 12 hour days Friday-Sunday with 4 days off the following week. You will then work a mixture of hours the following week; 8am-4:30/5pm and late shifts 11:30pm/8pm.
You will ideally have some technical support experience with knowledge of WAN technologies. You will also have experience of dealing with customers and great communication skills
My client is the largest, Independent company in their sector, within the UK. They are really proud of the fact that they promote a unique culture. They're constantly evolving and due to winning a big contract they are continuously growing. They really know how to create a sense of purpose amongst their teams.
Additional to this they offer two days working from home (You will be office-based on a Tuesday, Wednesday and Thursday).
You will be working in an extremely modern, fun and welcoming environment where they go above and beyond to support and encourage them to flourish.
Your duties will involve;
- Providing Tier 3 support to customers including incident, problem management and service request fulfilment.
- Communicate with third parties to log faults and Emergency Restoration Services.
- Liaising with other Service Desk teams and their NOC to achieve incident resolution.
- Diagnosing customer problems and ensuring customer compliance.
- You will lead technical customer calls and assist them with translation of technical issues.
- Support with training less experienced colleagues.
- Leading with project UAT testing and enhancements.
- You will ideally have an understanding of incident and service requests.
