Voice Service Desk Operative

5 months ago


Brierley Hill, United Kingdom Southern Communications Group Full time

**Voice Support Desk Vacancy**

**Role**

Training will be provided where necessary.

A logical, proactive, and enthusiastic approach to work is a must.

**Objectives**
- Logging faults and providing timely updates and fixes to customers.
- Providing technical support, answering support queries via phone & ticketing system.
- Determining the nature of faults and the steps required to rectify it.
- To record and pass queries as required to appropriate internal and external teams.
- Using supplier portals to manage systems and faults.
- Creating and maintaining customer profiles within the ticketing system.
- Closing tickets when problems are rectified, or changes made as appropriate.
- Testing of changes to ensure correct operation.
- Using remote control software and tools to provide fault resolution and diagnosis.
- Logging and chasing faults with 3rdparty suppliers.
- Managing calendars of engineers along with the Service Delivery Manager.

**Key skills and competencies**
- Proficiency in the troubleshooting and resolution of all client queries.
- Utilising a wide range of technological tools to investigate, diagnose and fix to a defined service level target, or where appropriate forwarding specialist technical support issues to the appropriate team.
- Being able to prioritise workload as necessary.
- Knowledge of Gamma Horizon, Panasonic, NEC, and Splicecom telecoms systems. (not all required, but as many as possible is a great advantage).
- Keeping knowledge up to date with changes to products, trends, and technologies.
- Excellent problem-solving skills along with the ability to maintain calm under pressure.
- A methodical and structured approach to problem solving.
- IT and/or networking understanding would be a great benefit.
- A knowledge of support desk tools.
- Work as part of a team.
- Good Communication and organisational skills.
- Strong customer focus and readily goes the extra mile.
- Ability to develop skills and work on own initiative.
- Highly IT literate, this a technical role.

**Salary**: £26,000.00-£29,000.00 per year

Schedule:

- Day shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme

Work Location: In person


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