ENOC Service Desk Advisor provides world-class customer service while managing customer Incident Management from inception to resolution, meeting strict Customer Service Level Agreements. The role involves driving operational excellence across Managed Devices, Fixed Data, Cloud Services, IoT incidents, and various applications, supporting multi-functional teams throughout their lifecycle.
This role follows the ITIL framework; therefore, previous experience is desirable. The ability to multi-task and escalate issues confidently through the matrix is essential. We foster a culture of continuous improvement, seeking to enhance customer outcomes, eliminate waste, and increase efficiency and productivity, measured through complex incident management metrics.
Key Responsibilities:
* Support the ENOC Service Desk for all customer interactions, ensuring SLA & KPI achievement.
* Log customer incidents with accurate details, perform basic triaging, and hand off to the appropriate resolving agency within agreed timescales.
* Maintain customer relationships as a trusted advisor, understanding their business and adding value.
* Analyze ongoing tickets, prioritize, and drive resolution.
* Perform quality checks on tickets for clarity and correctness.
* Own incident resolution, involving third parties and escalating as needed.
* Support internal systems and customers, promoting a team-oriented approach.
* Adhere to escalation and major incident processes relevant to each customer.
* Assist in root cause analysis and support the implementation of corrective actions.
* Contribute to process improvements by updating local work instructions.
* Handle customer complaints professionally and empathetically within SLA guidelines.
Requirements:
* Ticket management experience.
* Basic technical understanding of IT systems with a desire to learn more.
* Proven ability to develop positive relationships and influence at various levels.
* Knowledge of Continuous Improvement Plans (CIP) and Service Improvement Plans (SIP).
* Strong analytical skills to understand and identify problems.
* Excellent communication, presentation, and interpersonal skills.
* Ability to work independently and handle sensitive situations under pressure.
* Prioritization and decision-making skills.
* ITIL 4 qualification is desirable or willingness to undertake it.
Working Hours:
Full-time, 37.5 hours/week, shift pattern covering 7am-7pm, including weekends and bank holidays.
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