Location: Milton Keynes (Hybrid)
Full time – Permanent Position
Getronics is a global ICT integrator with a long history that extends over 135 years, across various locations in the UK, Europe, Asia Pacific and Latin America. Getronics are the founders and leading member of the Global Workspace Alliance with a unique model provides customer with consistent IT services. Our vision is to reimagine the digital future one customer at a time.
We have an exciting opportunity for an Incident Planner to join our team!
What we can give you:
working week with flexible working options, giving you that much needed work/life balance
1. 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
2. Hybrid working in Milton Keynes
3. Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
4. Employee Referral Scheme
5. Flexible benefits package that aims to offer something for everyone
6. GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics!
7. 24/7 advice and support across a wealth of topics with free access to our Employee Assistance Programme
8. To give back to the community and in support of our global ESG programme, you’ll be given 1-day paid leave to participate in local volunteering projects
9. Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
10. Private medical cover after 12 months
11. Global Recognition Program – 40+ awards were made last year under our RecogniseMe scheme
What to expect:
12. You will be part of the CIC team are responsible for the management of all incidents logged with the UK field team. Providing engineer and customer contact points.
13. Accountable for assessing the relative risk and impact of proposed solutions for all field incidents logged with Getronics
14. Coordinate all the resources required to supply a First Time Fix (FTF), within SLA to the customer Assistance, as required, from more senior level Remote Technical Specialists (RTS), Team Leaders, or Key Account Representatives (KAR), the IP selects the most appropriate action to service the customer’s call.
15. Assess the risks, business impact and technical resource impact of the solution alternatives and decide which solution to implement.
16. Provide feedback to the RTS or update the knowledge database with any information that could be useful for future calls.
17. Use available systems tools to assess data and facilitate the delivery of the part to the correct location, based around geographical locations, costs and SLA.
18. Identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organisational improvements
19. Once planned manage Field engineers workload through to completion.
20. Document, verify and make appropriate corrections to the incident record and customer profile.
21. Follow all processes relating to the role, and ensure that all escalation paths are met.
What we expect from you:
22. Manage multiple tasks at any one time and demonstrate the ability for planning.
23. Identify, isolate problems, and recommend solutions with dispatch and logistics.
24. Recognize appropriate level of expertise to resolve customer problems
25. Use tools available within the centre to facilitate accurate dispatch.
26. Ability to identify customer problems in a clear and concise manner and identify relevant issues and answer questions and concerns
27. Use negotiation skills with customers (internal or external) or their agents to facilitate the correct planning of a call.
28. Maintain level of patience to assure resolution of issues and assure customer satisfaction.
29. Professionalism by continually maintaining a positive attitude and communication style even in critical or stressful customer situations
30. Effective listening
What to do next:
As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career’s webpage.
We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.