This role is Inside IR35.
Clearance: SC
Contract Length: 6 months
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.
Overview
This role is providing first line IT support expertise to help support the network of services across the UK. The individual will work on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Requests will be logged, categorised, prioritised and escalated as appropriate.
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
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