Description
Service Desk Support Assistant
Our client, a leading global supplier for IT services, requires a Customer Support Agent in our client's office in Amersham, Buckinghamshire. You can work remotely until Covid abates.
This is 6 months temporary contract, to start 26th April 2021.
This role requires an on call support once every 3 weeks.
Key Responsibilities:
- Owner of customer communication and to ensure increased customer satisfaction by ensure that issue are dealt with according to SLA
- Acting as customer focal point to address customer incidents provision of upgrade support
- Manage diverse range of customer incidents liaising with local and central teams to ensure customer satisfaction and maintained of SLA
- Collaboratively utilize escalation paths to ensure timely incident resolution
- Define and communicate root cause analysis both internally and externally
- Determine repeated incidents and translate these into problem records
- Develop product expertise to become regional SME Contribute to knowledge sharing initiatives
- Mentor with and assist experienced resources to provide efficient service Lead preventative maintenance and ensure service records are updated accordingly
- Ensure that administrative tasks such as project documentation and debriefs are complete to the appropriate level of expertise
- Provide technical expertise and assist with leading edge product knowledge and close working relationships with Remote Operations Centers (Level 3) and level 4 support; ensuring prioritization of issues coming from the Service Desk that cannot be resolved.
- To ensure the level of incidents are being continually driven incoming and on-going incidents and identify problem as per ITIL best practices
- Ownership for resolution within SLA of customer issues, enquires and Service Requests escalated to you
- Ensure the right proactive monitoring tools are in place for each customer to continually measure, monitor and work to drive down incident levels by identify issues before they occur and resolving them as planned work
- To ensure that the service desk actively participate in improving the usability and reliability of Healthcare products
- Provision of incident analysis information and working in partnership with Service Delivery managers
Key Requirements:
- Strong influencing and relationship management skills
- A results-oriented individual who thrives working in a fast-paced environment .
- Excellent analytical and communication skills including ability to provide clear and concise status to senior management
- Self-motivated and able to work autonomously
- Ability to work effectively under pressure to tight deadline
- Aptitude to define actions plans to execute resolution
- Excellent Communication Skills
- Previous experience as Customer Support Agent
- On call once in 3 weeks
- Client Facing, English Communication