Job Description

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