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X2 Service Desk Facilitators
X2 Service Desk Facilitator's are required for 6 months (likely to be extended) based in Brighouse, Calderdale. Ref. 406840
Service Desk Facilitator's will act as the central point of contact between the customer and the IT service management. He or she will record and pass (RaP) all incidents/Request arriving into the Service Delivery centre (Service Desk) and will monitor and escalate all incidents according to agreed service levels. Service Desk Facilitator's will provide an interface for other activities such as ITIL Change, Problem, configuration, Release and IT service continuity management.
Duties will include -
Understand our customers and their objectives
Provide a first point of contact service
Interpret customer requirements and provide advice and support.
To receive and record all calls from customers and escalate problems in accordance with established procedures
To liaise with the relevant technical teams as required ensuring calls from customers are escalated as appropriate in accordance with service level agreements.
To assist in the training of new colleagues within the service delivery area.
To ensure all administrative tasks are undertaken as per set procedures (for example, daily stats, recording and communication of outages)
The post holder must ensure proactive quality assurance is undertaken within the incident management system, to ensure data integrity is maintained.
Experience required -
Understanding of a customer service focused environment
Proficient in verbal communication and asses service users I.T knowledge and liaise accordingly
Experience working in customer service focused role
Pro-active, flexible and enthusiastic individual
Maturity, enthusiasm and the desire to provide a top quality service
Strong communication skills
The ability to demonstrate commitment to providing a high quality customer service
Ability to work under pressure
Attention to detail
Time management skills
The ability to work in a team
Ability to deal with customers and in particular those who believe that the organisation is not delivering a quality Service
Experience with ITIL would be beneficial.
This role is to start asap and will pay £7.58 PAYE or £8.99 Umbrella per hour - inside the scope of IR35
Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.
Gattaca Plc provides support services to Networkers and may assist with processing your application.
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