Support Desk Advisor

2 months ago

Chippenham, United Kingdom Siemens Mobility Full time

**Job ID**:

- 366943**Company**:

- Siemens Mobility Limited**Organization**:

- Mobility**Job Family**:

- Engineering**Experience Level**:

- not defined**Full Time / Part Time**:

- Either**Remote vs Office**:

- Hybrid (Remote/Office)**Contract Type**:

- PermanentWe have an exciting opportunity available for a **Support Desk Advisor / Support Engineer** to join us in the Customer Services team supporting the Rail Infrastructure business in Chippenham.

In this role, you will work within the Siemens Mobility Customer Service Desk, triaging Rail Infrastructure issues across multiple products and solutions and providing day-to-day customer support with a strong focus on improving the overall customer experience.

This is a service-oriented role working predominantly office hours however we are open to considering other **flexible working** arrangements (part time working, compressed hours, split day hours) and encourage healthy work-life balance.

**This is your role. What part will you play?**
- Resolution of 1st/2nd line support issues and requests via telephone, remote support, or occasional onsite visits
- Remotely monitor customer solutions using alerting systems, resolving incidents as they occur
- Take ownership of faults and incidents logged and ensure they are managed through resolution either directly by the service desk or 3rd line Research and Development or Project Engineering teams
- Flag incidents which breach predetermined thresholds or customer SLA’s (Service Level Agreements)
- Proactively feedback to the business on service failures or customer issues and be the voice of our customer within the business unit
- Ensure accurate triage and fix records in the company ticketing system to allow for effective support, future learning and management reporting
- Assign engineers for fault attendance in a timely manner and in line with existing SLA’s and convenience to the customer
- Work alongside a Field Support Team, issuing and management of work
- Be the point of contact within the Service Desk when Service Delivery and/or Contracts Manager is unavailable

**What do you need to qualify for this job?**
- A great people person with a passion for customer support
- Strong analytical, problem solving and troubleshooting skills
- Previous experience in a relevant technical support related role
- This role would suit someone with (or a desire to have) a broad knowledge in Rail infrastructure
- Excellent customer facing and communication skills both written and verbal
- Excellent interpersonal skills - a good team player with ability to build strong relationships
- Experience of incident management or working within a similar framework as ITIL (Information Technology Infrastructure Library) would be advantageous
- Able to work under pressure with a flexible working attitude
- Someone who is conscientious with a strong attention to detail
- In addition to being part of a team you will also be expected to work independently on technical customer support issues

At Siemens, we promote a growth mindset, the self-belief that we can learn and grow, take on new challenges and adapt to change. **_If you don't match all the criteria for this role but feel you have transferable skills to enable you to succeed, we encourage you to apply._**

**Create a better #TomorrowWithUs**

We’re Siemens. A collection of over 377,000 great minds who are all making the future and you could be one of them We have offices across the UK, full of talented individuals helping us to challenge the today and work towards a brighter tomorrow.

**What else do you need to know**

Our compensation package includes a competitive salary, holiday allowance and pension. We celebrate the fact that our employees are individuals and have different wants and needs. With this in mind, we have a flexible benefits scheme where you can tailor your benefits package to suit you.

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