Regional Desktop support-Remote Job

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Posted 11 days ago Worldwide £20k - 20k (British Pound)
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Job Description

Role overview

The main purpose of the role is to work as part of a team to provide seamless, professional and timely customer service skills. This involves engaging with a diverse user base by phone and email, to ensure that any incidents, problems and changes are managed through to resolution in a professional manner. Assisting with the achievement of SLA's via coordinating resolver groups updates and activities. Must have the ability to remain calm and professional under pressure.

Reporting to:

Regional Operations Manager

Key Responsibilities:

  • To respond to client contacts, via, email, phone or web portal.
  • To log and manage incidents, problems and changes through to resolution via coordination with the resolver groups.
  • Assist with Service Improvement initiatives and take a proactive approach in increasing team productivity.
  • Enhance own skills and knowledge through self-development
  • To create, update and issue reports to customers and the Inoapps Management Team
  • To undertake Major Incident Management
  • To be involved with scheduled/ad hoc Incident reviews with the Inoapps customer base.
  • Coordinate transition activities of new clients into Managed Services.
  • Working with analysts and team leaders on active workloads.

Job Requirements

  • First rate communication skills both spoken and written.
  • Ability to work in a reactive environment proving feedback to users and customer's in a timely manner.
  • Minimum 2 years' experience in working in an IT service Desk/Customer Service role
  • Ability to prioritize multiple tasks in a fast-moving Managed Services environment,
  • Good understanding of a Service Desk logging system and Microsoft Office applications
  • Good awareness of ITIL disciplines
  • Ability to remain calm under pressure
  • Excellent analytical skills and a keen eye for detail.
  • Ability to write process documentation that is clear and concise.
  • Ability to identify process gaps and action them as a part of service improvement.
  • Good relationship building skills
  • Ability to work with multiple clients, 3rd parties and resolver groups
  • communicate complex issues in a simple manner to different audiences

Qualifications

  • No formal qualifications are required, existing experience in customer service is essential.

Experience

  • Min 2 years' experience on an IT helpdesk or service desk as an analyst or administrator. A confident and professional telephone manner and sound computer skills. The ability to work as part of a team under pressure and be able to manage your own work load and be self-motivated. Ideally, you will have worked previously in a Managed Services environment.