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Job DescriptionAbout Optical Express:Optical Express are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in their people and technology. Optical Express are Europe’s leading private provider of laser eye, premium intraocular lens and cataract surgery. They look after thousands of patients in their clinics every week.The Optical Express team work together, collectively and consistently striving for excellence. They support each other, respect each other and are committed to a culture of care, trust and integrity. The culture extends to local communities, through their range of charitable and environmental projects.What will I be doing?Assess and respond to incidents logged according to customer and priority needs, while aiming to reach a resolution in agreement with relevant SLAs and maximise customer satisfactionLog all incoming calls, chats, web and emails to the service deskEnsure all information is accurately recorded in the service management tool ServiceNowEnsure that incidents/requests are assigned to the correct resolver teamTake ownership of logged incidents/requests, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolutions, ensuring the incident log is accurately updated at all stagesCoordinate with Incident Management to ensure that service outages are correctly communicated to the business or affected usersPlan and prioritise workload to ensure deadlines and targets are met while following processes to ensure that a high-quality service is provided to both internal and external customersDevelop and maintain knowledge and skills and keep up to date with new processes, procedures and developmentsWhat do I need to be successful?Passion for ITEnthusiasm to learnExcellent communication skillsStrong work ethicInterest in problem solvingDesire to build relationships within the Service Desk Team and the wider organisation Salary: £20,800 per annumWorking hours: Monday to Friday, 9am – 5:30pmBenefits: Great starting salaryOpportunity to progress internallyFuture prospects:90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.Important information:This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 8.If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOWPlease be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.
