Support Desk Administrator
2 weeks ago
Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology. We're equally delighted to have been named one of 'The UK's Best 100 Companies To Work For 2021', to have scooped an impressive 6th placein the telecoms sector and to have been awarded an accreditation by Best Companies - awarded by _Best Companies_, the renowned employee engagement specialists.
Our teams are experts in their field, passionate about finding the right solutions for our customers and committed to supporting each other. We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams areat the heart of Focus Group. Our people make the difference.
We are now recruiting for a Support Desk Administrator
The purpose of this role is to triage and validate incoming Support Tickets to the Focus Group Service Desk. You will ensure all incoming tickets are allocated to the correct tier, the correct information has been requested on the ticket and the correctpriorities have been set. Where required, you will re-assign tickets based on workload and requirements.
Principal Duties:
- Allocate support tickets (around 150 per day) to the appropriate Technical Support Advisors
- Review the information in the ticket and ensure the correct company details and priority rating for the urgency and impact of the ticket has been set
- Request additional information on the ticket from the customer to help aid the Support Team's resolution
- Re-allocate tickets based on workflow, absence/annual leave, and service levels in line with aging profile
- Review incoming proactive alerts and assign to the appropriate Support area
- Assist the Service Desk Team Lead in identifying common themes and trend analysis with regards to ticket typology, status, and age
- Identify when there is an influx of incidents affecting multiple customers has occurred
- Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
- Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed
At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference tothe future of our business.
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