Service Desk Manager

2 weeks ago

Prudhoe, Northumberland, United Kingdom Daisy Communications Full time
Job Title: Service Desk Executive

At Daisy Communications, we are seeking a highly skilled and dedicated Service Desk Executive to join our team. As a Service Desk Executive, you will play a pivotal role in delivering exceptional service to our high-profile, mid-market customer base.

Key Responsibilities:

  • Customer Support: Provide exceptional customer support via phone, email, and other communication channels, addressing customer inquiries, troubleshooting technical issues, and ensuring timely resolutions.
  • Incident Management: Manage incident tickets, prioritizing them based on severity and impact, working with technical teams to resolve customer-reported issues within agreed SLAs, and communicating updates to customers.
  • Service Termination and Modifications: Process service terminations, upgrades, downgrades, and other modifications as requested by customers, obtaining necessary approvals, and ensuring accurate documentation of service changes.
  • Billing and Account Management: Review and resolve billing discrepancies, account inquiries, and contract-related issues, ensuring accurate billing and invoicing for customers, and maintaining customer account information.
  • Customer Escalations: Handle customer escalations with professionalism and empathy, investigating escalated issues thoroughly, identifying root causes, and providing appropriate solutions.

Requirements:

  • Exceptional customer service skills
  • Ability to work within a fast-paced environment, demonstrating dedication and ownership
  • Previous experience within a telecommunications-based company or role is desirable
  • Ability to understand, analyze, and interpret data
  • Take ownership of issues and follow through to a satisfactory conclusion
  • A 'can do' attitude with a flexible approach to work
  • Able to build and maintain good working relationships with internal and external customers
  • Ability to work well as an individual and as part of a team
  • Competent with all Microsoft packages
  • Possess excellent, assertive, and controlled telephone manner
  • A high level of professionalism
  • Excellent problem analysis/solving skills
  • Attention to detail in all aspects of working
  • Effective communication skills, being able to pinpoint the exact issue in order to get a resolution
  • Demonstrate a logical thought process, meeting customer demands and expectations

What We Offer:

  • 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days
  • Holiday purchase scheme
  • £500 referral scheme bonus
  • Professional development to help you achieve your personal goals
  • Eye care vouchers available and discounted Medicash membership
  • Sim deals for you and your family/friends
  • Access to discounts and savings at more than 1,200 retailers
  • An additional day off on your birthday or if you're getting married

Language: English

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