The main purpose of the role is to lead and work as part of a team on a rotational shift basis to provide seamless, professional, and timely customer service skills. This involves engaging with a diverse user base by phone and email, to ensure that any incidents, problems, and changes are managed through to resolution in a professional manner. Assisting with the achievement of SLA s via coordinating resolver groups updates and activities. Must have the ability to remain calm and professional under pressure.
In additional to the above, as the lead you will co-ordinate transition activities for new clients into live service and will have responsibilities for our Service Management Tool Suite administration.
To respond to client contacts, via, email, phone or web portal. To log and manage incidents, problems and changes through to resolution via coordination with the resolver groups. Assist with Service Improvement initiatives and take a proactive approach in increasing team productivity. Enhance own skills and knowledge through self-development To create, update and issue reports to customers and the Inoapps Management Team To undertake Major Incident Management To be involved with scheduled/ad hoc Incident reviews with the Inoapps customer base. Coordinate transition activities of new clients into Managed Services. Working with analysts and team leaders on active workloads.
First rate communication skills both spoken and written. Ability to work in a reactive environment proving feedback to users and customer s in a timely manner. Minimum 3 years experience in working in an IT service Desk/Customer Service role Ability to prioritize multiple tasks in a fast-moving Managed Services environment, Good understanding of a Service Desk logging system and Microsoft Office applications Good awareness of ITIL disciplines Ability to remain calm under pressure Excellent analytical skills and a keen eye for detail. Ability to write process documentation that is clear and concise. Ability to identify process gaps and action them as a part of service improvement. Good relationship building skills Ability to work with multiple clients, 3rd parties and resolver groups communicate complex issues in a simple manner to different audiences
No formal qualifications are required, existing experience in customer service is essential. ITIL knowledge and experience required, qualification beneficial ServiceNow working knowledge and experience beneficial
Min 3 years experience on an IT helpdesk or service desk as an analyst or administrator. A confident and professional telephone manner and sound computer skills. The ability to work as part of a team under pressure and be able to manage your own work load and be self-motivated. Ideally, you will have worked previously in a Managed Services environment