Overview

V12098 Service Centre Administrator

Telent Technology Services Limited is a leading technology company and specialist in the design, build, operation, and maintenance of the UK’s critical digital infrastructure, drawing on decades of experience in mission critical communications and technology.

With a strong focus on key customer areas including transport, emergency services, network providers and the public sector, our expertise, accreditations, and knowledge make us a trusted partner for organisations at the forefront of the digital revolution. And it’s not just us saying this; we are consistently named as a Top Supplier across industry expert analyses, including ranking 16th in the Sunday Times 2020 Top Track 250 List of Britain’s leading mid-market private companies.

Role Profile:​​​​​​​

  • Reporting to the Service Desk Shift Leader, Service Desk Operators are responsible for providing support to an element of the 24/7 Service Centre Operations for telent. The 24/7 Service Centre provides network management, 1st & 2nd line maintenance, asset management, logistics services and remote monitoring support to telent’s customers for their business-critical equipment. Some of the industries that the service centre supports include The Fire and Rescue Services, The Met Police, London Underground, Train Operating Companies and fixed/mobile telecommunications providers.
  • Delivery of the Service Desk Operation for the Service Desk whilst on shift.
  • Ensuring that telephone calls, faxes and emails are answered within SLA’s and that incidents SLAs and KPI’s are adhered to consistently. Where failures have occurred providing assistance to the Shift Leaders with Root Cause Analysis and taking necessary action to resolve.
  • Responsible for accurate logging of incidents and updates on the incident management system making primary diagnosis of failure by using knowledge of systems (manuals, drawings, processes agreed)
  • Accurate and thorough diagnosis checking for repeat failures, speaking to the end user to gather as much information as possible.
  • Dispatching the appropriate engineer to resolve failures taking into account the SLA priority, and skill set of engineers in each case.
  • Working with Field Engineers to assist with incident resolution providing relevant information and/or diagrams as requested
  • Responsible for ensuring that excellent customer service is provided consistently, by following up actions in a timely manner, providing regular customer updates and meeting promises made.
  • Proactively working with the business/field services units to increase the Service Desks ability to influence and deliver first time fixes therefore increasing field engineering efficiency.​​​​​​​

Business Operations Skills – Experience:

  • Experience in a Service Desk orientated and or an operational role or field engineering role.
  • Previous customer service experience
  • Working knowledge of SLA’s and KPI’s
  • Skills/Qualifications:
  • Be a highly effective communicator – able to communicate effectively to technicians and customers.
  • Demonstrable organisational skills and able to multi task in a demanding environment with differing priorities
  • Experience/understanding of lTIL methodology.

Business Operations Skills – Qualifications:

Skills/Qualifications:

  • Be a highly effective communicator – able to communicate effectively to technicians and customers.
  • Demonstrable organisational skills and able to multi task in a demanding environment with differing priorities
  • Experience/understanding of lTIL methodology

Desirable:

  • Experience of working in complex environments within a 24-hour service structure
  • Previous experience of working shifts / working flexibly
  • This position would ideally suit someone with an Armed Forces background. Applications from ex-military candidates are strongly encouraged.

telent is an equal opportunities employer and is committed to diversity and inclusion

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Telent Technology Services Limited

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