Responsibilities
on the role-
* Communicate effectively with customers and third parties via telephone, email and video conference on a daily basis
* Logging of all Incidents, Service Requests, Problems, Changes and Knowledge within an ITSM tool, categorising and prioritising them as appropriate
* Handle enquiries, complaints and escalations from customers and other stakeholders
* Able to analyse complex issues and follow established processes and procedures
* Assign priorities based on ITIL best practice (Impact / Urgency) and determine if a First Line Fix is achievable before escalating to second line support or third parties
* Provide an exceptional level of customer service
* Communicate with colleagues to assist in identifying errors, troubleshooting and looking to establish lessons learnt
* Take ownership and responsibility of daily checks / tasks, ensuring they are accounted for and completed to a high standard
* Provide Service Announcements that are factual and timely as appropriate
* Must be able to work 12 hour shifts, covering a 24/7/ rota. Day shifts are to hours, Night shifts are hours to hours
The candidate must have the below experience-
* Worked in a Customer Service Role (technically diverse environment beneficial)
* Excellent Telephone Manner
* Excellent standard of written English
* Punctual and Reliable
The below experience is desirable but not essential
* 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