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Group Service Desk Operations Specialist

2 months ago

Livingston, West Lothian, United Kingdom Sky Full time
Job Description

Job Title: Group Service Desk Analyst

Job Summary:

We are seeking a highly skilled and experienced Group Service Desk Analyst to join our team at Sky. As a Group Service Desk Analyst, you will be responsible for providing technical support to our customers and ensuring that their issues are resolved in a timely and efficient manner.

Key Responsibilities:

  • Provide technical support to customers via phone, email, and chat
  • Log, record, and prioritize all incidents received by the Service Desk
  • Facilitate warm transfers to Service Desk Technical Specialists as needed
  • Perform user administration and provide general support
  • Ensure online requests, incidents, and requests are assigned and managed in line with SLAs
  • Contribute to the effective service provision of the Service Desk Team by adhering to processes and guidelines
  • Adhere to Sky's hybrid work policies, health and safety procedures, and contribute to maintaining a safe and healthy workplace

Requirements:

  • Language Skills: Proficiency in Italian, both written and spoken
  • Support Desk Experience: Previous experience working within a Service Desk or Help Desk
  • Technical Expertise: Experience handling and resolving technical issues, across multiple devices and operating systems, such as Windows 10 & 11, Mac OS & iOS and Android
  • Ticket Management Systems: Familiarity with using ticket management systems such as Service-Now
  • Problem-Solving: Strong problem-solving abilities and a creative approach to overcoming challenges
  • Customer Experience: Demonstrated ability to deliver excellent customer service

About the Team:

Our UK&I Technology team is responsible for delivering technology projects that drive our TV, broadband, mobile, and Sky Connect services. We work across technology projects that drive our TV, broadband, mobile, and Sky Connect services. We are a team of innovative and forward-thinking individuals who are passionate about delivering exceptional customer experiences.

What We Offer:

  • A competitive salary and benefits package
  • The opportunity to work with a leading technology company
  • A dynamic and supportive work environment
  • The chance to develop your skills and career

How to Apply:

If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, please submit your application. We look forward to hearing from you.