Job Description

Copello have partnered with an established Defence Services business based in Fareham, in the recruitment of a Service Desk Customer Support Contractor.

The role will support incident logging and resolution elements of the 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.

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 companies 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.
• 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.

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.

For more information or to apply, please call Kalon on (phone number removed).