Incident Coordinator

6 months ago


Reading, United Kingdom Kyocera Document Solutions Full time

Job Title: Service Desk Incident Operator

**Department**:Service and Support

**Reports to (Job Title)**:Service Desk Team Leader

**Main Goal**

To receive and log all first line technical queries and requests on the service management from internal, external, direct, and indirect customers.

**Responsibilities/Tasks**
- To handle all first line technical queries relating to hardware and solutions
- To take ownership of Key Account as a single point of contact for Account managers/Partners on queries/escalations
- To provide support and resolve issues over the phone.
- To escalate any unresolvable issues to the appropriate second line support
- To diagnose and request the despatch of spare parts via Service Operations Administration when required.
- To diagnose and log incident tickets on the incident management system and escalate to appropriate resolver group (return to base, exchange, etc)
- To request field service call via the Service Scheduling Team
- To log all queries via incident call management systems, updating call status where appropriate and closing calls once actions are complete.
- To process toner orders checking requirement using available monitoring tools
- To observe and adhere to the set service levels agreed.
- To monitor call status and chase / escalate any outside of SLA for resolution.
- To highlight and report on any areas of improvement.
- Any other tasks as directed.

Knowledge, Experience & Skills
- Excellent Phone Manner
- Good Listening Skills
- Troubleshooting Skills
- Organisational Skills

Competencies & Key Success Factors

+ Work will within a team

+ Ability to be able to multitask.

+ Strong Customer Focus

The values that underpin the Kyocera Group are the 5 C’s
- **Communication, Courage, Commitment, Cooperation and Consciousness**. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.

**Job Types**: Full-time, Permanent

**Benefits**:

- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Day shift
- Monday to Friday
- Overtime

Work Location: Hybrid remote in Reading

Reference ID: 1st Line Operator



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