Service Support Assistant

Recruiter
Ideal Personnel and Recruitment Solutions
Location
Milton Keynes
Posted
09 Apr 2019
Closes
18 May 2019
Contract Type
Permanent
Hours
Full Time

Our client has a vacancy for a Service Support Assistant to provide customers with first level support through taking calls and handling the resulting incidents or service requests, using the incident management and request fulfilment processes, in line with service desk objectives.

This role is initially offered as a 6 month fixed term contract, working 35 hours per week, 9am to 5pm, Monday to Friday.

The role

? Answering customer telephone calls in timely and professional manner

? Monitoring customer support requests submitted via email

? Logging customer calls as tickets in a clear, concise and professional manner, ensuring all the necessary details are accurately captured

? Progress 1st line calls, keeping customers updated, according to the commitments in the customers' SLA

? Performing 1st line diagnostics and fixes of customer fault tickets against processes and knowledge base

? Escalating customer Incident tickets to technical support where necessary

? Administer registration accounts for Client Company Services. This is to include:

? Creating new accounts

? Enabling accounts

? Disabling accounts

? E-mailing out password in encrypted and protected format

? Deal with general account enquires

? Receiving account registrations requests

? Closing down accounts

? Suspending accounts

? Completing task’s as required for ISO compliance

? To ensure that access to systems are carried out in line with current security policies

? To ensure that any potential breaches identified are reported

? To address and deal with other administrative tasks as the management may reasonably direct

? The jobholder needs to successfully manage customer expectations

? Be able to build relationships and, where necessary, work closely with employees at all levels

? Be able to build relationships with external and internal customers

Requirements:

? Concise and accurate written and verbal communication skills

? Professional and confident telephone manner

? Logical problem-solving approach is essential

? Proven delivery of excellent customer service

? Customer Service experience essential

? Some Service Desk or 1st Line Support experience

? Systems Windows XP / Vista / 7

? Basic knowledge of Microsoft Office

Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available.

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