Job Description

Key Responsibilities

1. Call reception and ticket logging

• Answers Calls and Chats professionally with a focus on accurate data capture and excellent customer service.
• Ensures that the information gathered is accurate and clearly documented.
• Assesses the Impact and Urgency of a ticket with the client/customer to ensure the correct priority is set for every ticket logged.
• Uses all available knowledge support and tool support to allocate tickets correctly first time, every time to drive efficient and rapid ticket resolution targets.
• Contacts other resolving teams to make sure that tickets are actioned promptly.
• Builds great relationships with other resolving teams to help ensure all tickets can be resolved speedily, and additional data capture is actioned promptly to support resolution.

2. SLA Management

• Identifies tickets that meet the Critical Incident threshold and follows the correct escalation procedures to ensure the ticket gets into the Major Incident process promptly.
• Works collaboratively and effectively to help ensure that all tickets are managed in line with the set SLA.

3. Jeopardy Management

• Ticket is managed in line with the jeopardy management process.

4. Escalation Management

• Ticket is escalated appropriately in line with the escalation process.
• Provide 1st line escalation to client and service managers.
• Provide 1st line escalation into resolver groups.
• Responsible for advising Service Desk Supervisor or Manager of any missing information in the knowledge database.

5. Communication

• Owns the Customer Communication relationship throughout the full lifecycle of the ticket.
• Regularly updates the Customer with clear and meaningful updates.
• Ensures that the updates documented on the ticket are of the highest standards, and all updates are meaningful and clear.
• Follows all documented Knowledge and Process to ensure that relevant key internal contacts are advised whenever appropriate or required.

6. Incident Management

• Resolves all tickets within scope.
• Owns the flow of communication throughout the full lifecycle of the ticket, providing timely, clear, and appropriate updates to the customer, and providing a conduit between the customer and other resolving teams that may be supporting the resolution of the ticket.
• Ensures that the communications to all stakeholders are accurate, relevant, and timely.
• Takes ownership of the actions and learning points from Incident reviews and ensures these are followed through to completion, in line with the Incident Management and Problem Management process.
• Ensures that the escalation process is invoked wherever appropriate.
• Maintains and identifies trends to manage and maintain Knowledge articles and update Knowledge wherever appropriate.

7. Request Management

• Ensure Requests are fulfilled that are within Scope

Knowledge, skills and experience required

• Experience in working in an Technical helpdesk environment and a keenness to learn and develop.
• Recognition of the issues involved in working in the service industry, with particular emphasis on maintaining customer focus during the resolution of incidents and fulfilment of requests.
• Ability to form close working relationships with customer community, external and internal resolver groups.
• Excellent client facing communication skills.
• A self-motivated team player with excellent interpersonal skills.
• An outgoing individual willing to participate as part of a small and flexible team.
• Fluent written and spoken English.
• IT service desk support desirable
• Experience and or willingness to work 24/7 rotation shifts

Reward & Benefits: What's in it for me?

We want our people to feel recognised, supported and able to thrive both at work and beyond it.

We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.

Equal opportunities: Our commitment to inclusion

Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.