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Job role summary
The primary focus for this position is to be attentive to customer needs in response to requests for service support to help resolve IT related faults and issues through effective job ticket administration. Responding to all requests by recording comprehensive details in the call log system and internal distribution of tickets to IT helpdesk service teams. This is a critical customer communication role that through a team effort will deliver high standards and exemplary quality of service leading to total customer satisfaction.
Duties, Tasks and Responsibilities
- To answer incoming telephone calls promptly in a clear and professional manner.
- Monitor, manage and respond to the inbox e-mails ensuring a timely, friendly and clear written response.
- Create support tickets in the management system accurately recording information generated from telephone calls and emails.
- Monitor the unassigned call queue and ensure a timely and friendly response, also ensure these tickets are allocated promptly to the appropriate team.
- Oversee and manage engineers call queues to ensure tickets are being dealt with promptly and without delay.
- Monitor and manage the progression of incident calls across the support teams to completion.
- Ensure open incident and request tickets are adequately and promptly updated.
- Help identify shortfalls that may impact on service delivery standards and work with support teams and management leaders to ensure customers receive a prompt response.
- Manage escalation procedures in response to customer expectations.
- Give support to managers to ensure engineer teams operate efficiently and maintain a strong customer focus.
- Manage engineer shift and customer onsite rotas.
- Always act in the best interest of the Company
- To adhere to the processes and systems for Risk and Health and Safety Management including workplace and risk assessment
- Maintain a proactive approach and support the wider team namely sales and administration
- Show a willingness to undertake additional tasks that may be reasonably requested of you and are generally in line with your key tasks
It is important all duties of the job holder are performed in a professional and responsible manner. That you are polite and considerate in your communications with customers, suppliers and colleagues. To promptly escalate any shortfall or issues that may adversely impact customer satisfaction with your line manager at the earliest opportunity.
Principal Knowledge Requirements
- Email Management
- Halo Service Tool (ITSM)
- Microsoft Office Suite
- Adobe Acrobat
- Telephone and communication systems
This job description is intended as a general indication of the main duties, tasks and responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks relevant to your job role as necessitated by growth in the organization to meet the needs of the business.
