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Service Desk Executive - 1st Line Support

No agencies please

Location:

Cranford, Middlesex

Responsibilities:

Ensure that the customer is communicated to at all times during the call management process. If a fix cannot be offered immediately then a suitable work-around must be provided.
A problem cannot be closed unless an appropriate resolution has been provided with the customers consent.
It is imperative for "on-going" problems that support executives make themselves familiar with the call history that has occurred on a particular site as this will aid in providing the longer term fix for the problems encountered.
Be able to listen, acknowledge and provide suitable solutions/alternative actions to a customer when a complaint is being lodged.
Any instances where a customer has discussed a grievance must be passed directly to a service desk supervisor.
All information pertaining to actions taken or actions that need to be made including internal conversations with colleagues, technical staff etc. must be entered into the call management system. Each action/conversation that takes place on a call with the customer or internally a separate "field service report" must be assigned to the call in the call management system.
Effectively liaise with any third party suppliers regarding the progress or development of any open calls/issues within the service desk.
The company may from time to time, request a Telephone Support Executive involvement in other tasks and responsibilities not directly associated to the roles core activities.
Ensure that when going off duty that all issues that remain outstanding are passed onto your colleagues with sufficient information for the matter to be continued.
Adhere to practices and processes defined within the "Service desk process document".

Ideal candidate:

Understanding the workings of a hotel operation (although not essential)
Exemplary Customer service skills, including;
Excellent communication skills
Maintaining a professional telephone manner at all times.
Ability to work under pressure and make clear decisions in a very busy environment
Disciplined, hard working team player
Excellent understanding of the service ethic
Strong administration skills

Skills and qualifications:

IT help desk experience with software application knowledge
Experience of Desktop and Server operating solutions
LAN/WAN experience (support perspective)

Other Criteria:

Your normal hours of work are an average of 37.5 hrs per week and you will be required to work on a shift rota basis which operates 365 days per year including weekends, night shifts and bank holidays.

After a period of time in your role (at the sole discretion of the company) you will also be expected to be on call during certain hours during and outside of normal office hours (including bank holidays and weekends) on a rota basis either to attend RedSky House, or to provide remote telephone or PC support, or to cover for absences of other staff.

Salary:

With all applications can you please state your current salary.
Company Pension scheme after qualifying period, 20 days leave per annum up to a maximum of 25 for each year worked, Lifestyle Card

Contact:

Please send full CV to careers@redskyit.com here

Applications are welcome from citizens of the British Commonwealth and British dependent territories who have right of abode within the UK, nationals of the European Economic Area and those individuals gaining the right to work in the UK through the HIGHLY SKILLED MIGRANT PROGRAMME (HSMP)