Customer IT Support

£Competitive

Cambridge

Closing Date: 30th June

Role Purpose

The purpose of the Customer IT Support role is to provide optimal value to the business by ensuring a high level of customer satisfaction upon receipt of incidents/raised tickets. You will become an integral member and work effectively with colleagues in the Service Desk team.

The role involves providing 1st line support to customers using our products as well as ensuring timely resolution of requests in line with a published Service Level Agreement (SLA).

You will be required to keep the Customer Service Manager updated on escalation of incidents where necessary and promote the Service Desk in providing a one-stop service support solution.


Responsibilities

  • Frequent and proactive use of the Service Cloud system.  Looking at incidents, service requests, changes and problem tickets within the Help Desk application

  • Allocating to oneself unassigned tickets and working with colleagues to continuously review and keep abreast of incoming requests

  • Taking ownership of tickets and ensuring successful completion within stated SLA

  • Plan, coordinate and support business processes and systems

  • Incident escalation and management of priority issues along with client communications and notifying Manager

  • Provide support to customers via ticket system, telephone and email

  • Coordination of incident resolution with Enterprise Team to agreed Service Levels and Targets

  • Escalation where necessary for the development for smooth, timely solutions of tickets

  • Proactive monitoring of key service delivery platforms and the customer applications

  • Compiling weekly and monthly reports of outstanding and resolved issues

  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

  • Keep records of customer interactions, process customer accounts and file documents

  • Set up customer users in the Service Cloud system and provide password resets

  • From time to time visit customer site to assist with ‘Hand Over to Support’ introduction and/or be on customer site for ‘Go-Live’

  • Follow communication procedures, guidelines and policies


What do you need:

We are looking for  a talented, team-oriented individual who wants to make a difference. We place great emphasis on enthusiasm and motivation and the willingness to accept early responsibility. Delivering exceptional service with a smile and adding “sparkle” to all steps of the ticket resolution process.

Essential:

  • Significant customer service experience

  • Effective communicator; verbal, written and  telephone

  • Able to be direct and to the point, tolerant and calm

  • Confident approach with customers

  • Problem solving approach

  • A well organised, hard-working, pro-active team worker

  • Able to multitask, prioritise and manage time effectively

  • Results driven, taking pride in achieving objectives

  • An accomplished relationship builder with a strong focus on delivering exceptional customer service and to take the extra mile

  • Able to work effectively to tight deadlines and meet personal/team targets

  • Able to cope well under pressure

  • Able to provide accurate, valid and complete information by using the right methods/tools

Desirable:

  • Previous Service Desk experience; demonstrating excellent understanding of helpdesk requirements

  • Strong skills in Microsoft Windows platform including Active Directory

  • Understanding of the ITIL Incident Management Process

  • Strong interest and understanding of Cloud Technologies

 
Kate Warboys