Job Description

Support

Provide support and a point of escalation to a team of service desk analysts and assist the Team Leader in their responsibilities
Process, Procedures and Contractual
Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service.

Customer Service

Endeavour to provide all customers with the best level of customer service and support.
Service Performance
Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.
Process, Procedural and Contractual Responsibilities:
Ensure process, procedural and contractual agreements are being followed correctly by the team.
Daily, Weekly, Monthly & Ad-hoc reporting when required.
Point of escalation for both internal and external customers, taking ownership through to resolution

Customer Service Responsibilities:
Contribute to the timely resolution of customer complaints and escalations suggesting corrective actions to be discussed and agreed upon with the Team Leader.

Service Performance Responsibilities:
Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI¡¦s


Provide relevant stakeholders within Services with ad hoc reports

If interested please call Gethin on 01733 410810
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