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Service Desk Support Specialist

2 months ago

London, Greater London, United Kingdom Zenzero Full time

Service Desk Support Specialist Role

The Service Desk Support Specialist plays a pivotal role in ensuring seamless delivery of service desk support to clients. This position demands exceptional standards of support to customers, encompassing a diverse range of products, services, and platforms. By working closely with the Lifecycle Coordinator(s) and Service Desk Manager, this role ensures tickets are handled efficiently and supports Service Level Agreements (SLAs) while providing an exceptional customer experience.

Responsibilities

  • Respond to customer phone calls and strive to resolve issues on the first contact, where feasible.
  • Manage tickets assigned to you, which may have originated from various channels such as phone calls, portal submissions, booking systems, emails, or chats.
  • Accurately document your work and time, leveraging tooling to enhance accuracy and timeliness of time records.
  • Maintain professional communication with customers through the appropriate channels, ensuring that both written and verbal communication align with company standards.
  • Achieve adherence to performance targets, including Key Performance Indicators (KPIs) and SLAs.
  • Foster excellent working relationships within the Service Desk team(s), other teams within the Managed Services Department, and across the organization.
  • Collaborate with Team Managers, Team Leaders, and Account Managers to ensure positive outcomes for our customers.

Key Skills and Requirements

  • This role necessitates demonstrating relevant technical capabilities that enable the fulfillment of required duties and responsibilities. This may be achieved through a Zenzero technical assessment or by holding recognized vendor certifications.
  • Pluralsight Foundation role at Average or above.
  • Foundation level Microsoft certification or equivalent.
  • This role requires demonstrating the interpersonal and communication skills necessary to perform the role effectively.
  • Fluent in English, encompassing both written and spoken skills.