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Service Delivery Specialist

2 months ago

London, Greater London, United Kingdom Transparity Solutions Limited Full time

The Service Delivery Specialist: 3rd Line for Transparity Solutions Limited is responsible for managing escalated and priority tickets through to resolution, utilising their own resources as well as ensuring that the extensive capabilities for obtaining additional assistance within Transparity is used to aid the successful resolution of support issues.

Main Duties and Responsibilities:

  • Answer overflow calls ensuring that support tickets are raised and categorised appropriately.
  • Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request.
  • Proactive and complete time and ticket update entry within the support desk ticketing system.
  • Take ownership of tickets assigned or escalated to you throughout the entire ticket life cycle.
  • Ensure customer documentation and process guides are regularly updated as required.
  • Capability to follow change control procedures at all times.
  • Change request management through the full life cycle.
  • Provide expert technical assistance to our client base.
  • Provide expert technical assistance and mentoring to the Service Desk team.
  • Ensure constant ongoing understanding of Microsoft Cloud technologies and associated platforms.
  • Invest time into taking and passing technical examinations as agreed with the support desk team leader.
  • Deliver exemplary customer service.
  • Collaborate with Microsoft and other suppliers to resolve issues.
  • Provide out-of-hours technical support as required via the on-call rotation schedule.
  • Delivery of remote project and implementation tasks.
  • Technical assistance for new customer acquisitions.
  • Support the new customer journey.
  • Critical incident management and root cause analysis.
  • Internal process development, deployment, and training.
  • Knowledge transfer and development of team colleagues.
  • Identify opportunities for improvement within customer environments.
  • Ensure the wider Service Desk team are updated on new and retiring Microsoft technologies.
  • Attendance at customer sites to provide on-site technical support may be required.
  • Meet assigned individual key-performance-indicators (KPI's).
  • Ensure that personal time management is of the highest priority and that punctuality is a key focus.

About the Role

As a Service Delivery Specialist: 3rd Line at Transparity Solutions Limited, you will be responsible for delivering exceptional technical support and services to our client base. This is a challenging and rewarding role that requires a strong work ethic, excellent customer service skills, and a passion for problem-solving.

Requirements:

  • Excellent customer-facing and service skills.
  • Ability to connect with customers and build rapport.
  • Self-motivation.
  • Organised and punctual.
  • Creative problem-solving.
  • Capability to work effectively within a team, along with mentoring of juniors.
  • Willingness to learn.
  • Experience as a 2nd or 3rd line IT support/service desk role required.
  • Experience using Microsoft 365 software required.
  • Certified in Microsoft 365 Administrator/Expert advantageous.
  • Certified in Microsoft Azure Administrator/Expert advantageous.
  • Certified in other Microsoft Cloud technologies advantageous.

About us

Transparity Solutions Limited is a fast-growing IT company focusing on Microsoft Cloud based solutions. We are committed to delivering exceptional service excellence to our customers, vendors, and partners, and we are seeking a highly skilled and motivated Service Delivery Specialist: 3rd Line to join our team.