Service Management Specialist
4 weeks ago
We are seeking a skilled Service Management Specialist to join our Service Team, working in our 24x7 Service Management Centre. The successful candidate will be responsible for providing service support to our customers, from receipt of issue through to resolution. This role will involve scheduling and allocating work, providing excellent support to our engineering teams, and ensuring end-to-end ownership and timely issue resolution.
Key Responsibilities
- Receiving customer requests / tickets and raising cases on our CRM
- Providing regular updates to external customers on the progress of faults
- Prioritising each fault to meet SLAs including resource management
- Meeting our customers SLAs within the contracted timescales
- Controlling and directing our field engineers and spares deliveries
- Tasking and tracking the work of our Technical Support Services team
- Ensuring all Planned Preventative Maintenance is complete
- Providing ad hoc reports as required to senior colleagues and customers
- Ensuring our Field Engineers complete outstanding fault reports
- Maintaining internal reports following engineer visits
- Arranging and coordinating access for various suppliers providing services
About Us
We are a leading telecom services supplier offering a complete end-to-end service across the UK and Ireland. Our services include acquisition, design, construct, rigging, first-line maintenance, managed services, capital project delivery, complete network outsourcing, smart metering, and satellite solutions. We offer a range of benefits, including 25 days annual leave, a 4% matched pension scheme, and access to our staff discount portal.
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