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Technical Support Associate

2 months ago

Portsmouth, Portsmouth, United Kingdom Southern Co-op Full time

About the Role

We are seeking a highly skilled and motivated Service Desk Support Specialist to join our Commercial Support team on a part-time basis. As a Service Desk Support Specialist, you will be the primary point of contact for colleagues regarding technical issues and queries, ensuring compliance with agreed service levels.

Key Responsibilities

  • Provide first-line support to troubleshoot a wide range of technical incidents affecting business operations
  • Log calls into our service management system and assign priorities in line with SLAs
  • Escalate unresolved calls to 2nd level, internal and external resolver groups
  • Take ownership of incidents and follow up on the status on behalf of the customer and communicate progress in a timely manner

Requirements

  • Able to apply first-class customer service and teamwork practices at all times
  • Excellent communication skills and telephone manner
  • Excellent organisational and prioritising skills
  • Self-motivated and proactive
  • Incident Management experience desirable but not essential

What We Offer

  • Salary of £13,000 per annum
  • 31 days of annual leave (incl bank holidays) increasing to a maximum of 36 days after 10 years' service (Pro Rata)
  • 20% discount in stores
  • Healthcare cash plan
  • Share incentive plan
  • NEST pension
  • Cycle-to-work scheme
  • Free onsite parking at our Lakeside Head Office
  • Opportunities to develop your skills through apprenticeships and our own in-house training & development programmes