Job Description

Role profile

Join Advania, where we are committed to excellence in customer and employee engagement! We seek dynamic individuals who prioritize customer satisfaction through diligent communication, ensuring all stakeholders feel valued. As a part of our leadership team, you will empower your colleagues by providing guidance and support to achieve key performance indicators (KPIs) while fostering a culture of service obsession.

In this role, you will monitor both quantitative and qualitative performance metrics, implementing targeted initiatives that enhance team performance and help meet our Service Level Agreements (SLAs). We value employee satisfaction and promote collaboration through team-building activities, mentorship, and an empowering environment.

You will also cultivate strong client relationships, engaging with key contacts to ensure seamless communication. Additionally, your technical expertise will be essential as you provide support and escalation when needed, equipping our teams to effectively tackle challenges.

If you’re ready to make a significant impact at Advania and thrive in a culture that values excellence, we want to hear from you.

Click here for the list of benefits.

Hybrid working

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

#LI-Hybrid

Responsibilities

1. Operational Process Support

   • Foster an environment of trust and open communication, encouraging creative thinking and cohesive teamwork.

   • Ensure customer satisfaction is maintained, meeting expectations as per Service Level Agreement (SLA) requirements.

   • Monitor incident and request responses to ensure compliance with best practices and quality assurance.

2. Administrative Support

   • Develop and manage operational reports (daily, monthly, and ad-hoc) to track performance.

   • Initiate meetings with stakeholders to resolve issues or collaborate effectively.

   • Document appraisal meetings with each direct report at least twice annually.

3. Governance and Control Functions

   • Coach and mentor team members while managing resource productivity effectively.

   • Actively participate in Continuous Service Improvement (CSI) initiatives to enhance processes, people, and products.

4. Service Desk Management

   • Monitor tickets approaching SLA breaches and ensure timely resolution to maintain SLA pass rates.

   • Perform quality checks on tickets to ensure accuracy in descriptions, categories, and required fields.

5. Client Engagement

   • Maintain formal email communication, ensuring messages are proofread and sent only to key stakeholders.

   • Respond promptly to escalations from clients, providing updates and ensuring priority handling of issues.

6. Problem Solving

   • Facilitate effective problem-solving and decision-making processes within the team.

   • Actively look for service improvement opportunities and initiate changes or bring them to the attention of others.

7. Interpersonal Skills

   • Exhibit strong interpersonal skills to effectively manage team dynamics and motivate others to complete tasks.

8. Customer Relations

   • Demonstrate solid customer relations skills to understand client concerns and requirements, ensuring their needs are met.

9. Training and Development

   • Support new engineers through their training period, ensuring they have a support system in place for questions and concerns.

10. Performance Management

    • Monitor engineer performance against KPIs, taking necessary disciplinary measures if trends indicate ongoing issues.

Qualifications and Experience Required

• Minimum of 3 to 5 years’ experience of working in or being exposed to a Service Desk environment

• Previous experience of working in a highly pressurised environment

• Natural organizer and process driven

• Verbal communication – professional phone manner and ability to match the customer’s style/level of communication

• Written communication – ability to write professional emails and document knowledge clearly and concisely

• Above average MS Excel/reporting package experience

• Calm but positive and responsive under pressure

• Working knowledge and existing client relationship with either BMS or Tysers will be advantageous

• ITIL foundation certification

About Us:
We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.