Service Desk Administrator

IT/Software/Telecoms jobs >> IT

Negotiable

Permanent

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Description

Radius is partnered with a Global Datacentre based in London who are actively seeking a Service Desk Administrator to join their rapidly expanding team!

JOB OVERVIEW

To ensure all customer requirements and requests are responded to within a timely manner and to agreed Service Levels. Daily management of the Service desk queues ensuring that incidents are responded to and resolved by SLA.

Key tasks:

* Customer service support: Receiving and handling requests for support, gathering and providing information to enable resolution. Provides first line investigation escalates as appropriate using ticketing system and ensures follow up within SLA.

* Incident and problem management: Following agreed procedures, identifies, registers and categorises incidents, gathers information and addresses or escalates as appropriate

* Change management: To develop, document, and implement changes based on requests for change. Initiate/apply change control procedures.

* Service level management: Monitoring of service delivery performance metrics and liaises with managers, engineers and other stakeholders to ensure that the SLAs are met; ensure that scheduled tasks for customer remote hands work is accurately recorded and assigned and to liaise with senior staff

* To assist with the development of standards, and ensure application of these to track, monitor, report, resolve or escalate issues.

* Report management: Ensure that all completion and progress reports are notified to the relevant customer in a timely manner; ensure that any required Service Desk reports are compiled and supplied to the relevant personnel and/or departments

* Management or records: ensure that customer records and procedures are kept up to date and customer access lists successfully imported into the company database; ensure accurate and efficient processing of customer access requests

Essential requirements:

* Educated to GCSE level minimum – including Maths and English

* Previous Customer Service orientated experience

* Previous experience of use of ticketing systems

* Previous experience using CRM Systems (Salesforce desirable)

* Previous experience in Telecoms industry with technical inclination

* Understanding of ITIL

If this aligns with your skills and you'd like to find out more, Apply Now
  • 1
  • Negotiable
  • None
  • None
  • CV-27499
  • Permanent
  • 3

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