IT Service Centre Support Specialist

3 weeks ago

London, Greater London, United Kingdom Motability Operations Full time
About The Role

You will be part of the Motability Operations IT Service Centre team, providing 1st line phone support and 2nd line hardware support. This is a customer service focused role, with a strong emphasis on phone-based support and hardware fault diagnostics for Desktops, laptops, and mobile phones.

Key Responsibilities:
  • Provide professional, friendly, and timely support to customers via telephone or in person.
  • Offer 'tier one' desktop support to internal customers and answer incoming calls.
  • Take ownership of issues raised and manage customer expectations, providing regular contact and progress updates.
  • Act as a liaison with Technology departments and drive through a resolution on behalf of the customer.
  • Represent the IT Service Centre throughout the organization.
  • Use sound judgment and make decisions to maximize customer satisfaction.
  • Continuously improve personal performance to achieve team and departmental SLA's and KPI's.
  • Take responsibility for continuous self-development and own learning, progressing to tier two support and account management.
  • Contribute ideas and suggestions for the proactive improvement and effectiveness of the Service Centre delivery.
About You

You will have gained the following skills and experience:

  • Experience working in a Customer Service or Service Centre environment.
  • Strong customer service skills.
  • Strong problem-solving skills.
  • Strong development and learning skills.

Experience of the following systems and technologies:

  • Supporting Microsoft Windows 10/11 in an enterprise environment.
  • Administering Microsoft Active Directory.
  • Supporting Microsoft 365 Applications.
  • Supporting remote connectivity/VPN.
  • Supporting LAN/WAN technologies.
  • Supporting HP hardware (Laptops and Desktops).
  • Supporting Printers/Multi-Function Devices.
About The Company

Motability Operations is a unique organization, combining a strong sense of purpose with a real commercial edge. We provide worry-free mobility solutions to over 630,000 customers and their families across the UK. Our values are at the heart of everything we do: we find solutions, drive change, and care. As a Motability Operations team member, you can expect a competitive reward package, including an annual discretionary bonus, 15% non-contributory pension, and a range of other benefits.

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