Service Desk Support
4 weeks ago
Job reference: YC-J8578
Job Title: Service Desk Support - Customer Service
**Job Profile**
Responsibilities will include, but not limited to;
- Monitoring the customers’ accounts to proactively manage incidents by taking appropriate remedial action.
- Receiving in-bound telephone calls within required Service Level Agreements.
- Providing first line support on multiple products to engineers and customers.
- Logging calls for customers on contracted devices.
- Processing support requests from UK service team.
- Adhering to the operations manual as agreed with customers.
- Ensuring an accurate record of all work completed.
- Completing training and development courses as required.
- Identifying and request training when needed.
- Working with and coordinate subcontractors when needed.
- Focusing on quality and attention to detail.
- Escalating issues with the service in an appropriate manner.
- Maintaining the Service Desk knowledge base & shared areas.
- Assisting with the training and development of new starters when required.
Experience, skills set and/or qualifications required:
- Experience of task management in a busy call centre environment
- Previous experience of dealing with customers - ideally within the finance sector
- Proven record of delivering service excellence
- Excellent telephone manner
- Able to work as a member of a team with strong interpersonel skills.
- Ability to work to SLAs
- Ideally a working knowledge of scheduling toolsets
- Good experience and understanding of UK geography and locations
- Experience of dealing with customers.
- Experience of managing a Field Based workforce to ensure customer SLAs are met
**Hours**:This position works on a shift basis to cover normal working hours.Shifts can be 8am - 5pm or 9am - 6pm, as well as opportunities for weekend work (Sat 8 -6 and Sun 10 - 6) and part time hours (Mon - Fri 9.30 - 2.30).
Please note: This position requires passing an enhanced security and financial check.
**Salary: Up to £22,500 per annum depending on your level of experience**
**Benefits include**:
- 9% pension scheme (combined contributions)
- 2 x salary Life Assurance
- Refer a Friend scheme
- Optional Healthcare plan including retail discounts
- Free on-site parking at most of our locations
- Employee Assistance Programme and much more
**Location: Leeds**
- (Jo Holdsworth Recruitment - Recruitment Agency)_
**Job Types**: Full-time, Permanent
**Salary**: £20,000.00-£22,500.00 per year
**Benefits**:
- Company pension
- Free parking
- On-site parking
Schedule:
- Day shift
- Monday to Friday
- Overtime
Work Location: One location
Reference ID: YC-J8578
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