Would you like to work for a dynamic and pioneering company who are offering great benefits and a competitive salary package?
I have an amazing opportunity to work for a leading distributer in the technology sector.
As a Workflow manager, you will be responsible for achieving the companies SLT within services and operations, by providing detailed reports to the head of service operations, outlining any service level breaches. In addition, being the first point of contact for any major service outages, across products and suppliers.
Tax Free Childcare Initiative
Free tea & coffee in the office
Cycle to Work Scheme
Training and development plans
Interest Free Travel Loan
Yearly eye test & spectacle voucher
Access to well-being champions
Location: West Sussex
Quality checking Technical Support Advisors with regards to; ticket notes, calls, NPS, ticket time breaches, customer service, bounce count and re-opened tickets.
Providing these findings to Service Desk Managers
Producing all workflow automation routing within Darwin Ticketing, ensuring these are maintained and regularly reviewed.
Linking in with Service Managers for any routing requirements their customers may need
Responsible for invoking the Major Service Outage (MSO) process, assuming the role of Incident Controller.
Complete a post MSO brief to upper management and any areas that require attention, either internally or with the supplier
Support Primes within tiered model with regards to escalating tickets or load balancing
Responsible for ensuring open dashboard and Watchlist are up to date and regularly monitored for breaches.
Responsible for on-boarding bespoke Master Service Agreements (MSA) in the support function as handoff into service
Internal contact for producing bespoke MSAs
Provide details on change requirements to ensure smooth ticket flow
Attend supplier review meetings to discuss improvements and SLT failings to ensure we are providing our customers with the best possible service
The ideal candidate will have the following skills or experience;
Excellent time management
Willingness to go the extra mile
Remain calm and composed in a pressurised environment
Adapt to change quickly
Ability to adjust the language to suit the target audience
Estimate and prioritize effectively
Computer literate in all forms
Methodical and analytical
If this role sounds perfect and you would like to know more information, please call Nyomi at Pier Recruitment or apply today!
Pier Recruitment does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.
Pier Recruitment acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.
If your application is successful a consultant will be in contact with you within the next 2 working days. If you do not hear within 7 days please call the office as we always wish to provide 100% customer service.
There is no need to provide bank account details or payment to any person or organisation when applying for vacancies. If these details are requested for any vacancy you see with us, please report it to us via our contact page.
Apply above for Workflow Manager jobs in Shoreham-by-sea.