Requirements
Must have:
- Knowledge of Microsoft PowerBI. - Proficient with using Microsoft Office and Windows-based software. - Fluent in English. - Basic knowledge of Microsoft Power Automate and Power Apps (desirable). - Basic knowledge of the ITIL framework in Service Management (desirable). - Basic knowledge of the ISO 20000 standard in Service Management (desirable). - Some experience in a customer-facing role (desirable). - Honours degree in a relevant field (desirable).
Responsibilities:
- Monitor and manage service tickets daily to ensure the Service Delivery Team, wider department, and third parties prioritize/manage work correctly. - Ensure service tickets are updated and progressed as per process. - Demonstrate the ability to work without supervision, identifying service needs and knowing appropriate actions. - Challenge and/or escalate failures in process and/or unsatisfactory performance. - Deal with client and/or internal escalations as appropriate. - Resolve challenging situations, including conflicting priorities or dissatisfied clients. - Lead Service Measurement/Reporting/Improvement for specific customers as experience allows. - Assist with measurement and reporting. - Handle general administrative duties to support day-to-day operations. - Communicate with engineers to ensure their assigned tickets are up to date and progressing satisfactorily. - Understand and participate in wider aspects of Service Delivery, attending relevant meetings where required. - Understand relationships with other members of the ITI Service Delivery Team and suppliers and manage these accordingly. - Participate in gathering and using CSAT and NPS data in Service Improvement activities. - Be motivated to manage and deliver excellent quality services in a structured and varied environment. - Take ownership of service improvement items where necessary. - Assist with rota planning for on-call services. - Potential involvement with service design, documentation, process reviews, and audits.
Company:
At ITI Group, we are a leading partner for the Energy, Nuclear and Industrial manufacturing sectors, leveraging over 50 years of deep technology expertise. We are committed to innovation and transformation, collaborating with our clients to unlock the potential of the connected world. Our team is practical, insightful, and dynamic, dedicated to creating solutions that deliver value while fostering a safe, sustainable future. We offer competitive benefits, including 25 days of annual leave plus bank holidays, private medical insurance, and flexible working arrangements, all designed to attract and retain top talent.