Job Description

Qualifications, skills and abilities

Customer Service Desk Advisor

The Customer Service Desk Advisor will be responsible for coordinating the delivery of customer support services within an ITIL framework. This role plays a vital part in ensuring our contracted service commitments are delivered creating a trusted relationship between service provider and customer, acting as the bridge between the client and operational delivery. The key responsibility of the Customer Service Desk Advisor is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of service delivery. This role will report to the Customer Service Delivery Manager.

About You:

The ideal candidate should have excellent communication skills, be able to work independently and to tight timescales while managing multiple tasks and prioritising effectively. We are looking for highly motivated individuals with a passion for customer service, continuously helping improve the way we work, in serving our clients’ needs and delivering a quality service.

Candidates and will be required to successfully obtain security clearance.

Location:

Office based – Aerospace Boulevard, Farnborough

Core Responsibilities:

· Responsible for ensuring that every customer receives a positive experience on every contact, during the end-to-end Service lifecycle.

· Provide first level contact, conveying resolutions to customer issues.

· Logging support requests on service management system.

· Monitoring progress of support requests and chasing outstanding actions.

· Liaison and first point of contact with internal teams.

· Identify and escalate situations requiring immediate attention.

· Anticipating issues e.g., missed deadlines, be proactive in contacting customers.

· Backend configuration and management of service management tool, including data imports.

· Accurate recording and management of requests within service management tool

· Ensuring all KPIs and SLAs are met.

· Statistical analysis and reporting - manage delivery of daily, weekly and monthly reporting for Service Desk statistics when required.

· Management of SIM activation / acquisition requests, data cap alerts, and portal reporting

· Maintain a positive and professional image of Jenoptik when dealing with customers and third parties.

· Good communication around issues and opportunities – get things done, make things happen.

· Removing all obstacles to customer satisfaction and or financial performance.

· Communicating across organisational boundaries development, engineers, senior managers and project management.

· Maintain excellent verbal & written communication skills, with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.

· Demonstrate patience and understanding and show an aptitude for training / transferring knowledge The post holder may also be asked to support and undertake other related duties not listed in this job description from time to time according to the needs of the business.

Desired skills and experience:

• Experience in a customer service role, with excellent written and verbal communication skills.
• Working knowledge of Microsoft Word and Excel Page 2/2 Business Relationships
• Analytical skills and attention to detail.
• Good understanding of IT.
• Experience of working within an ITIL environment would be an advantage.
• Ability to work independently and as part of a team.
• Strong problem-solving skills.
• Passion for customer service.
• Successful security clearance and vetting is mandatory for this role.

Note: the post holder may also be asked to support and undertake other related duties not listed in this Job Description from time to time according to the needs of the business.

Contact:

Name: Sarah Overman

E-mail.: sarah.overman@jenoptik.com