Service Desk Customer Support

4 weeks ago

Whiteley, United Kingdom CV-Library Full time

Job Title

Service Desk Customer Support – Contractor

Location:

Whiteley

Hours:

Shift work - 7am to 3pm which alternates weekly with 11am to 7am

Purpose of the Role:

Support Incident Logging and Resolution elements of the Aquila Service Desk function and processes. Work efficiently and professionally as part of the Service Desk team, to provide a first-class customer service to all managed contracts.

Person Specification (Desirable Behavioural Attributes):

* Customer focused.

* Ability to interpret complex information quickly, identify and be able to separate the strategic, critical, and important elements.

* Self-motivated, able to multi-task and work well under pressure.

* Excellent attention to detail with a logical and structured approach work.

* Robust, resilient, credible, self-confident, and persuasive.

* Excellent written and oral communication skills.

* Strong interpersonal skills essential to be able to work effectively with staff at all levels in the business.

* Competent user of software packages, such as Microsoft Office and CRM tools.

* Ability to adapt to changing environments and new technologies.

* Ability to work independently and as part of a team.

* Good standard of English.

* Energetic and flexible.

* Efficient and professional approach.

* Must be able to deal with interruptions.

* High level of concentration.

Essential Qualifications and Experience:

IT knowledge of Microsoft Office & CRM software.

Experience of dealing with Customers, managing expectations, and remaining courteous at all times.

Maths & English Language at GCSE grade 'C' or above or equivalent.

Ability to communicate at all levels of the organisation.

Question/probe to obtain information.

Participate in-group discussions.

Desirable Qualifications and Experience:

Experience in a Service Centre environment would be an advantage but not essential as training will be given.

Role Responsibilities:

Work as part of the Service Centre team to proactively manage faults and events in accordance with SLA, business process and contract requirements

Accurately log all new customer reportable incidents on the Aquila CRM tool.

Obtain all customer Back into Service confirmations and resolve all associated WorkOrders.

Identify all Parent / Child incident relationships and log associated WorkOrders.

Ensure incident ownership is transferred to Shift Service Desk Operators within specified timescales.

Act professionally at all times, ensuring business is well represented to internal and external customers

Develop and maintain customer relations by interfacing with the customer in a non-fault management environment e.g., site visits.

Understand and maintain knowledge of Aquila Service Management and other relevant processes.

Proactively manage all Service Centre general enquiries and / or escalate accordingly.

Undertake any reasonable duties within the post holder’s competency from time to time as directed by Senior Manager.

Key Relationships:

Senior Manager – provide service and support, provide team information when requested.

Customers – Ensure professional and constructive engagement with customers.

Service Centre Team – Work proactively as part of a high performing team to deliver the best possible service to our customers

  • IT Service Desk Specialist

    2 hours ago

    Whiteley, Hampshire, United Kingdom Tailor Made Technologies Full time

    Role OverviewWe are seeking a highly skilled 2nd Line IT Service Desk Engineer to join our team of experienced engineers. This role involves providing excellent customer support and resolving technical issues via phone, live chat, and email.Key Responsibilities:Provide prompt and effective customer care through efficient ticket managementOffer first-response...

  • Customer Service Administrator

    5 months ago

    Whiteley, United Kingdom Cleansing Service Group Full time

    **Our Vison is to be the best people who work together for a Cleaner, Safer future where everyone can thrive.** Would you like to join our team here at CSG and make a difference to the environment? We are seeking passionate individuals who would take pride in promoting sustainable waste management practices to help make sure the UK carbon footprint is...

  • Waste Solutions Customer Service Coordinator

    6 months ago

    Whiteley, United Kingdom Cleansing Service Group Full time

    **Cleansing Service Group (CSG) is a leading and award-winning force within the environmental & waste recovery sector.** CSG operate 28 sites nationwide providing a diverse range of services for the treatment & recovery of waste supported by technical, transport and industrial cleaning depots. As a family owned company, we employ individuals who share our...

  • 2nd Line IT Service Desk Engineer

    2 weeks ago

    Whiteley, United Kingdom Tailor Made Technologies Full time

    Overview of the role We are recruiting for a 2nd Line IT Service Desk Engineer to join our team of knowledgeable engineers, headed up by an experienced Team Leader. As one of our engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support and will represent...

  • Service Desk Engineer Position

    3 hours ago

    Whiteley, Hampshire, United Kingdom Tailor Made Technologies Full time

    About UsTailor Made Technologies is a trusted partner for transformative managed technology solutions. We help small and medium-sized enterprises leverage business technology to achieve their goals.Our Mission:To provide comprehensive IT and Communications systems that work seamlessly in the background, enabling businesses to focus on their targets.Job...

  • 2nd Line IT Service Desk Engineer

    2 weeks ago

    Whiteley, United Kingdom Tailor Made Technologies Full time

    Overview of the role We are recruiting for a 2nd Line IT Service Desk Engineer to join our team of knowledgeable engineers, headed up by an experienced Team Leader. As one of our engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support and will represent...

  • 2nd Line IT Service Desk Engineer

    3 weeks ago

    Whiteley, United Kingdom Tailor Made Technologies Full time

    Overview of the roleWe are recruiting for a 2nd Line IT Service Desk Engineer to join our team of knowledgeable engineers, headed up by an experienced Team Leader. As one of our engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support and will represent...

  • 2nd Line IT Service Desk Engineer

    3 weeks ago

    Whiteley, United Kingdom Tailor Made Technologies Full time

    Overview of the roleWe are recruiting for a 2nd Line IT Service Desk Engineer to join our team of knowledgeable engineers, headed up by an experienced Team Leader. As one of our engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support and will represent...

  • 2nd Line IT Service Desk Engineer

    3 weeks ago

    Whiteley, United Kingdom Tailor Made Technologies Full time

    Overview of the roleWe are recruiting for a 2nd Line IT Service Desk Engineer to join our team of knowledgeable engineers, headed up by an experienced Team Leader. As one of our engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support and will represent...

  • Customer Service Specialist

    6 days ago

    Whiteley, Hampshire, United Kingdom Mitie Full time

    Help Desk Coordinator Job DescriptionWe are looking for a skilled Help Desk Coordinator to join our team based at our Whitley Office. As a key component of a large FM Telecoms contract, the successful candidate will be responsible for managing incoming demand for reactive and compliance workflow.About the RoleThis is an 11-month Fixed-Term Contract with core...

  • 2nd Line IT Service Desk Engineer

    3 weeks ago

    Whiteley, Hampshire, United Kingdom Tailor Made Technologies Full time

    Overview of the role We are recruiting for a 2nd Line IT Service Desk Engineer to join our team of knowledgeable engineers, headed up by an experienced Team Leader. As one of our engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support and will represent...

  • 2nd Line IT Service Desk Engineer

    3 weeks ago

    Whiteley, Hampshire, United Kingdom Tailor Made Technologies Full time

    Overview of the role We are recruiting for a 2nd Line IT Service Desk Engineer to join our team of knowledgeable engineers, headed up by an experienced Team Leader. As one of our engineers, you will support a wide range of customers via the telephone, live chat and emails. You will be utilising your excellent and prompt customer support and will represent...

  • Managed Service Desk Engineer

    1 month ago

    Whiteley, United Kingdom CV-Library Full time

    Role: Managed Service Desk Engineer (T1)  Location:  Whiteley Salary: £25,000 Hours: Mon - Fri, shift pattern between 7:30am and 6:00pm (40 hours per week) As a Managed Service Desk Engineer (T1), you will be the primary point of contact for our customers utilising cloud-based IP telephony solutions. Your...

  • Customer Service Administrator

    5 months ago

    Whiteley, United Kingdom Cleansing Service Group Full time

    Would you like to be part of the CSG team? We’re a £65m waste company, independently owned and with a strong family business ethos. We offer a range of employee benefits and have a strong tradition of helping to develop the careers of those who help us shine. Our guiding principle is “It’s all about the people” and many of our almost 500 workers...

  • Technical Support Specialist

    2 weeks ago

    Whiteley, Hampshire, United Kingdom Tailor Made Technologies Full time

    About the RoleWe are seeking an experienced 2nd Line IT Service Desk Engineer to join our team at Tailor Made Technologies. As a key member of our service desk, you will play a vital role in providing exceptional customer support and ensuring the smooth operation of our IT services.Key Responsibilities:Provide timely and effective support to customers...

  • Customer Service Administrator

    2 months ago

    Whiteley, United Kingdom CSG Full time

    Location: Whiteley Salary: £26,145.60 per annum Hours: 40 hours per week , Monday to Friday 8am – 5pm. Role: Full Time, Permanent Benefits of a CSG employee: Attractive basic salary Annual bonus scheme for all employees. Long Service Award. Employee recognition schemes, such as Employee of Month and Shining Star of the year Award. ...

  • 2nd Line Support IT Engineer

    2 weeks ago

    Whiteley, United Kingdom Tailor Made Technologies Full time

    Overview of the role We are recruiting for a 2nd Line IT Service Desk Engineer to join our team of knowledgeable engineers, headed up by an experienced Team Leader. As one of our engineers, you will support a wide range of customers via the telephone, live chat and emails. This role is based on our site in Whiteley (Monday to Friday) with on call out of...

  • Customer Service Administrator

    2 weeks ago

    Whiteley, United Kingdom CSG Full time

    Location: Whiteley Salary: £26,145.60 per annum Hours: 40 hours per week , Monday to Friday 8am – 5pm. Role: Full Time, Permanent Our Vision is to be the best people who work together for a Cleaner, Safer future where everyone can thrive. Would you like to join our team here at CSG and make a difference to the environment? We are seeking...

  • Technical Support Role

    2 hours ago

    Whiteley, Hampshire, United Kingdom Tailor Made Technologies Full time

    Your Career PathAs a 2nd Line IT Service Desk Engineer at Tailor Made Technologies, you will have the opportunity to develop your technical skills and progress within the company.Key Responsibilities:Support a wide range of customers via phone, live chat, and emailResolving technical issues and escalating complex cases when necessaryLiaise with third parties...

  • Help Desk Coordinator

    2 weeks ago

    Whiteley, United Kingdom Mitie Full time

    Join us and help deliver the exceptional, every day.Leading providers of acquisition, design and construction (ADC) services for telecoms infrastructure. Mitie also provides specialist managed services of temporary mobile infrastructure to support the special events market, as well as bespoke structural engineering and design services for telecoms assets.We...