Location: Birmingham - Must be able to work 12 hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours, Night shifts are 1900 hours to 0700 hours Shifts are typically in six-week blocks, with three days on, four days off, or four days on, three days off. Flexibility is required to cover shifts in case of emergencies or last-minute changes
Contracting Authority: Government Client
Contract Length: 6 months
Clearance: SC
Must have
• Previous experience in a Service Desk or Customer Service role.
• Experience with ServiceNow is essential.
Experience
• Worked in a Customer Service Role (technically diverse environment beneficial)
• Excellent Telephone Manner
• Excellent standard of written English
• Punctual and Reliable
Skills:
Strong customer service skills, including a positive attitude and excellent telephone manner.
Ability to communicate effectively via telephone, email, and video conference.
Proficiency in logging and categorizing incidents, service requests, problems, changes, and knowledge within an ITSM tool.
Ability to handle enquiries, complaints, and escalations professionally.
Analytical skills to follow established processes and procedures.
Ability to work independently after initial training.
ITIL certification is beneficial.
Basic technical knowledge, including familiarity with Microsoft Office Applications and ITIL best practices.
Desirables
• ITIL Foundation Certification
• Operational knowledge and experience of working with call management systems
• Worked with a service management framework (ITIL beneficial)
• Intermediate working knowledge of Microsoft Office Applications
• Intermediate working knowledge of Microsoft Operations Systems
• Intermediate working knowledge of Microsoft Active Directory
• Basic working knowledge of Cisco VoIP and Video Conferencing systems
Our dedicated team would be pleased to discuss in more detail how we may be able to help
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