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To monitor the allocation of work and the duties of Help Desk Team members to ensure all tickets are progressed and tended to in a timely manner. To ensure the Help Desk delivers first class customer service in resolution of issues and restoration of services in compliance with service level agreements.
THE ROLE & RESPONSIBILITIES
Interpret issues raised using a range of questioning techniques to capture the entirety of the fault the customer is experiencing to enable escalation to the relevant team for resolution.
Ownership of all incidents ensuring they are recorded (CRM - ServiceNow), monitored and reported to the relevant stakeholders.
Maintain an agreed level of contact with the customer to deliver a first-class customer service.
Work to individual and team SLA's to ensure they are met or where possible, exceeded.
Construct and communicate customer incident and shift reports.
Monitoring of ticket volumes to ensure accurate performance metrics are maintained.
To assist with team training and development.
To assist with onboarding and mentoring new recruits.
To assist the Support Manager with escalations.
To be an ambassador for the company in leading the way with flawless customer service.
Driver for continued process improvement.
Previous experience in a service desk environment
Basic knowledge of CRM based systems
Good telephone manner
IT based knowledge
Experience within a customer facing environments
Working within fast paced department
Thank you for taking the time to apply to this vacancy. If you are shortlisted for this role you will be contacted within 72 hours of your application. Due to the high volume of applications we receive we may not be able to contact everyone however we are happy for you to contact the Office Support team for feedback.
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