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Role Profile

An opportunity to join a Service Desk team that delivers first line support for the national smart metering communications network. This role requires strong Service Desk principles in the accurate logging, triage and management of Incidents with the aim of resolving communication issues of remote end devices.

The bespoke technology is part of our network delivering real-time communication to millions of devices across the water and energy industry. Our team drives for strong team analyst skills against our unique technology with high levels of ownership to improve the service through Analyst driven continuous improvement opportunities.

Key Responsibilities:

• Provide a single point of customer contact, incident triage, diagnosis and escalation / resolution
• Provide customer updates and take ownership for the incident SLAs
• Undertake shift work to meet the customer demand, current model supports 7.5 hour shifts rotating between 08:00-20:00 Monday to Friday
• Provide 1st line support and guidance for the relevant ITIL processes; which are managed from identification / registration to closure in line with SLAs and KPI
• Log all issues and requests through service management tools, ensuring customer requirements are clearly stated
• Interface with external customers, internal resolver groups, internal support functions and 3rd party suppliers to carry out effective communication and speedy resolution for incidents and requests
• Undertake Business Process Testing and production of working instructions for new services
• Responsible for carrying out script / decision tree fault diagnosis of incidents to affect first time resolution/triage or to confirm correct incident assigning path
• Responsible for queue management of incidents and requests
• Responsible for ensuring that the processes are followed correctly and to report any deviation or circumvention from process
• Responsible for identifying any areas for improvement to the day to day running of the Service Desk

Must Haves…

• Customer facing/service desk experience.
• Understanding of ITIL best practice.
• Effective communications skills, face to face, telephone and written.
• Highly customer focused.

Might Haves…

• Experience carrying out system/process testing.
• Evidence of customer service skills training/certifications.