About The Role
Essential Roles & Responsibilities
1. Maintain accurate records of activity taken throughout the lifecycle of a ticket.
2. Maintain a good understanding and technical expertise across Claranet’s product catalogue.
3. Apply a wide range of Service Desk processes in order to identify and apply technical fixes to incidents.
4. Where required, liaise with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place.
5. Work closely with the Customer Success team to maintain excellent standards of service.
6. Support project work as required.
7. Support the Team Manager towards continued improvement of team process and customer experience.
8. Validate contact and ensure security process is adhered to.
9. Provide first-line investigation and diagnosis, resolving at first contact whenever possible.
10. Escalate incidents/requests that cannot be resolved within agreed timescales.
11. Keep customers informed of progress.
12. Contribute and search the knowledge base.
Teams to collaborate with
13. Customer Experience and Managed Services – ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions
About You
Behavioural competencies – organisational and behavioural fit
14. Excellent communication skills.
15. Excellent customer service skills.
16. Customer focused.
Critical competencies – technical fit
17. Good understanding and awareness of IT terminology.
18. Ability to translate technical language into user friendly information.
19. Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude.
20. An interest in IT service Management and ambition to develop a career in the industry.
In addition, the following are highly desirable:
21. Previous experience in a customer support role.
22. Technical or IT service trained.