A fantastic opportunity has arisen within this dynamic fast growing Telecoms Company for a Service Desk Executive. Overall Role Purpose ·To work on logging customer incidents and changes accurately, carrying out initial diagnosis and progressing them in a timely fashion to meet customer SLAs, resolving the incidents wherever possible. ·Co-ordinate incident resolution activities across internal groups and 3rd Party suppliers to ensure customer incidents/changes are resolved within SLA. ·Incidents may be detected or received from monitoring tools, customer phone calls, emails, and web. ·“To be the first point of contact for all Business customer requests. To provide excellent customer service by ensuring that all customer requests, internal and external, are actioned and resolved accurately, in line with agreed business processes and procedures, and to the customer’s satisfaction. To be a contributing team member ensuring key business objectives and individual performance standards are met and/or exceeded.”
Key Accountabilities
·To answer calls in a professional manner and in a timely fashion, logging details of the customer incident or changes to services – ensuring that accurate and complete information is obtained. ·To resolve customer incidents or changes wherever possible at first point of contact or to assign the incident to the correct level2 team or 3rd Party accurately with initial diagnostics carried out. ·Ensure that customers receive timely updates on incidents ·Ensure that customer incidents that occur across multiple products or involve multiple 2nd line groups are co-ordinated so that the customer receives a consolidated response from The business. ·Act as a single point of contact for high revenue complex service customers ·To develop a rapport with the customer in a professional way to ensure that they see The business as a professional organisation and build customer loyalty by identifying and understanding customer needs and where appropriate, offering solutions through reactive and proactive management of customer accounts ·Ensure that Priority 1 calls are immediately escalated to Network engineering and Head of Operations. ·Ensure that Priority 2 to 3 calls are actioned correctly and customer SLAs are not breached ·Ensure that Notification processes are followed. ·Follow documented/agreed business processes/procedures and keep abreast of changes. Identify and highlight any deficiencies in the business processes/procedures, offering recommendations and undertaking any corrective action as agreed by the Head of Operations to ensure the continuous improvement of customer service and satisfaction. ·Ensure that ALL alerts generated by our monitoring systems are investigated, incidents raised and the customer communicated. ·Progress Customer Change requests to ensure they are carried out on time and customer records are accurate. ·Effectively manage and record customer complaints ·Fully understands the commercial environment within which The business operates and actively applies this in the performance of their role through customer liaison and interaction with internal groups. To ensure that activities undertaken demonstrate added value to the revenue and profitability of The business. ·To meet and exceed business, department and individual objectives and targets in line with business requirements. ·To maintain and develop business product and services awareness through self-investigation and support from The business. ·To contribute to ad-hoc duties and projects as determined from time to time by members of the management team. ·Work cross functionally with Operations, Sales and all other relevant business departments by communicating valuable customer feedback and keeping them informed of customer issues and successes. Pro-actively seeks involvement of relevant business areas to ensure customer requests are resolved in line with agreed service level agreements. ·Ensure ongoing development of technical and customer service skills within the role to gain Senior Service Desk Executive within 12 months
Working Relationships and Interfaces
·Customer – End User ·Customer – Helpdesk ·Senior Service Desk Executive ·Project Managers ·Technical Engineers ·Senior Managers Technical Competencies (Skills and Experience) Essential ·Customer relationship management ·Good understanding of the services provided by Hosted VoIP or Telecoms Provider ·Excellent communication skills ·An understanding of the customers business ·Good analytical skills ·Innovative ·Excellent interpersonal skills Desirable ·Basic Knowledge of IP networking, switching and routing ·Basic Knowledge of VoIP solutions and features ·Basic Understanding of how the Internet can be used by customers ·Basic Knowledge of IP VPNs, IP LANs ·Basic Knowledge of Data CPE ·Knowledge of Switched and Leased voice services (CPS) ·Knowledge of indirect and direct voice services ·Able to Use Network Monitoring tools to diagnose basic problems Ad hoc duties as and when required. | 