Service Desk Analysis Specialist

**Jenoptik is an international photonics group with representatives in over 80 countries. Optical technologies are the foundation of our business. We employ around 4,000 people worldwide.**:
**Join our team and help to shape our future with lasting effect.**:
**Service Desk Analysis Specialist**:

- Job ID: 4030
- Location: Camberley, ENG, GB
- Date: Feb 20, 2025

**Qualifications, skills and abilities**:
**Customer Service Desk Advisor**

**Role Description**

The Customer Service Desk Advisor will be responsible for coordinating the delivery of customer support services within an ITIL framework. This role plays a vital part in ensuring our contracted service commitments are delivered creating a trusted relationship between service provider and customer, acting as the bridge between the client and operational delivery. The key responsibility of the Customer Service Desk Advisor is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of service delivery. This role will report to the Customer Service Delivery Manager.

**About You**:
**Location**:
Office based - Watchmoor Park, Camberley

**Core Responsibilities**:

- Responsible for ensuring that every customer receives a positive experience on every contact, during the end-to-end Service lifecycle.
- Provide first level contact, conveying resolutions to customer issues.
- Logging support requests on service management system.
- Monitoring progress of support requests and chasing outstanding actions.
- Liaison and first point of contact with internal teams.
- Identify and escalate situations requiring immediate attention.
- Anticipating issues e.g., missed deadlines, be proactive in contacting customers.
- Backend configuration and management of service management tool, including data imports.
- Accurate recording and management of requests within service management tool
- Ensuring all KPIs and SLAs are met.
- Statistical analysis and reporting - manage delivery of daily, weekly and monthly reporting for Service Desk statistics when required.
- Management of SIM activation / acquisition requests, data cap alerts, and portal reporting
- Maintain a positive and professional image of Jenoptik when dealing with customers and third parties.
- Good communication around issues and opportunities - get things done, make things happen.
- Removing all obstacles to customer satisfaction and or financial performance.
- Communicating across organisational boundaries development, engineers, senior managers and project management.
- Maintain excellent verbal & written communication skills, with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
- Demonstrate patience and understanding and show an aptitude for training / transferring knowledge The post holder may also be asked to support and undertake other related duties not listed in this job description from time to time according to the needs of the business.

**Desired skills and experience**:

- Experience in a customer service role, with excellent written and verbal communication skills.
- Working knowledge of Microsoft Word and Excel Page 2/2 Business Relationships
- Analytical skills and attention to detail.
- Good understanding of IT.
- Experience of working within an ITIL environment would be an advantage.
- Ability to work independently and as part of a team.
- Strong problem-solving skills.
- Passion for customer service.
- Successful security clearance and vetting is mandatory for this role.

**Contact**:
Name: Sandra Young

Phone.: +44 118 3130-250

**About Jenoptik**:
At Jenoptik, people with the specific JENIUS character are changing the world with the power of light. That demands a spirit of exploration and dedication. If you’re one of us, come meet the challenges facing the world. At Jenoptik, we’re creating a better future for all of us.

The Jenoptik Smart Mobility Solutions division offers photonics-based, innovative and sustainable solutions, including technologies and services for traffic safety, public safety and toll control.

For this purpose, Jenoptik develops, manufactures and distributes components, systems and services which contribute towards greater road traffic safety throughout the world. The product portfolio comprises comprehensive systems relating to all aspects of road traffic, such as speed measurement and red light monitoring systems, OEM (Original Equipment Manufacturer) products and systems for the detection of traffic violations.

Thanks to the digital combination of several sensor technologies with software and data management, Jenoptik is also a new systems supplier for truck toll monitoring on federal highways in Germany.

Work with us to ensure that our components, systems and services contribute to making roads and communities safer.

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