Jobs for ex-forces



Service Desk Advisor

Posted 1 day ago by Bluearrow
Location Stoke Gifford Job Type Contract
Salary £9.23 - £10.00 per hour, Benefits: Holiday pay + Pension Sector Call Centre & Customer Service
Working for a communications support company, the main focus of the role is delivering outstanding customer service to our clients customers who are contacting the Service Desk with incidents and enquiries.  You will be required to manage customer incidents end to end from the initial logging all the way through to the closure of the incident.  

This role is part time, 20 hours per week, these could be 9 - 2 or 10 - 3, the client is willing to be flexiable, this role would suit and parent returning to work perhaps.

Service Desk Advisor

Days: Monday to Thursday
Hours: Neg
Hourly rate: £9.23 to £10.00 plus Holiday pay and pension 
Location: Stoke Gifford
Start Date: 30/10/2017
Duration: 6 Months


General duties:
  • Handling calls and emails from customers in a professional manner

  • Accurately logging incidents and enquiries using the Companies fault logging system

  • Following up responses from all the parties involved to ensure the customer’s Service Level Agreements are met

  • Regularly updating the customer with the progress being made towards resolution of their incident

  • Managing the call queue to ensure customers receive a response from an engineer within the required timescale.

  • Ensuring engineers regularly update their calls chasing those with outstanding updates.

  • Escalating incidents where appropriate to ensure that the required response level is delivered

  • Managing small chargeable work requests, pricing and billing through the Service Desk system.

  • Providing central management of Field Engineer whereabouts, ensuring all engineers have called in each morning.

The key factors required for this role
  • Take ownership of incidents and manage them all the way through to conclusion

  • Fluent English

  • Manage customer expectations to ensure the Company is exceed these expectations where possible

  • Participate effectively in a team environment

  • Management of own workload

  • Focusing above-all on delivering responses and resolutions within the timescales set by customer Service Level Agreements

  • Foster a ‘can do’ attitude within the team

  • ITIL Knowledge would be an advantage but training will be given

 The role may also involve:
  • Preparing reports as and when necessary

  • General administrative duties relevant to the department

if this role is of interest to you, then upload a CV and covering letter to this site