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Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Hours: 24/7 Shift Pattern - 2 Days, 2 Nights and 4 Days off
Overall purpose of the job:
* Be the first point of contact for Ambulance Trusts (with any ARP related IT issues) and other Exponential-e customers
* Responsible for managing and owning support tickets and driving customer issues through to resolution either internally or via suppliers
* Proactively monitor systems and suppliers for any potential issues
Key responsibilities for this job:
* Understand the end-to-end support model of ARP and the responsibility of each supplier
* Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs
* Acknowledge and escalate incidents and requests received via the portal, email (or other means apart from phone) to resolver groups or suppliers within agreed SLAs
* Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers
* Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met
* Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language
* Monitor systems and suppliers to proactively identify any issues that may affect Exponential-e customers
* To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement
* Work proactively to ensure that all knowledge information is maintained and updated on an on-going basis
* To be a highly motivated team player with the skills and ability to manage changing priorities
Knowledge and experience required:
* Strong customer service focus with excellent verbal and written communication skills
* Proven problem solver with strong analytical and trend analysis skills
* Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership
* Positive and professional attitude
Desirable knowledge and experience:
* Experience working in a pressurised customer focused Service Desk within an ITIL based environment
* Business to business (B2B) experience
* ServiceNow, Remedy or a similar ITSM toolset experience
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