IT Support Specialist

2 weeks ago


StokeonTrent, Stoke-on-Trent, United Kingdom Allocate Full time

Job Summary

We are seeking a highly motivated and customer-focused IT Support Specialist to join our team at Allocate. As a Junior Web Application Support, you will be responsible for providing exceptional support to our customers, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities

  • Provide initial point of contact for customers
  • Answer incoming calls and manage customer requests
  • Log and manage incidents via the Service Management Tool
  • Escalate incidents to the appropriate resolver group
  • Provide timely updates to customers in line with Service Level Agreements
  • Develop strong customer relationships through direct communication
  • Proactively review customer accounts and manage case queue
  • Escalate high-priority issues to Line Management
  • Update and propose new knowledgebase articles
  • Complete regular tasks in line with Service Desk procedures
  • Review daily priorities and take appropriate action
  • Work with all areas of the business to achieve high levels of customer satisfaction

Requirements

  • Customer Support - Provide outstanding support and have empathy with customers
  • Communication - Develop relationships with customers and colleagues, and demonstrate effective communication
  • Team Player - Enjoy working in a team environment and working with others to solve customer issues
  • Problem Solving and Decision Making - Gather information, evaluate options, and make justifiable decisions
  • Planning and Organising - Determine a course of action, plan, and resource each step
  • Building Relationships - Develop effective relationships with colleagues and customers
  • Innovation, Flexibility and Adaptability - Respond well to management and customer requests, and meet business goals

Why Work with Us

  • Join a friendly culture that encourages collaboration and personal autonomy
  • Experience an environment where personal growth and career development are encouraged
  • Receive benefits that include private healthcare, health insurance, discounts, and more
  • Experience hybrid work and flexible working to support work-life balance


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