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Service Desk Analyst / Customer Service Advisor


Posted on Oct 22, 2021 by CV-Library

Hampshire, United Kingdom
Customer Service
Immediate Start
£27.5k - £35.5k Annual
Service Desk Analyst / Customer Service Advisor

Exponential-e is a pioneer of connectivity, cloud and communication solutions. We provide a host of services and solutions to enterprise level customers, including Connectivity, Cloud Hosting, Managed IT, Professional Services and Unified Communications.

Your new role

We are recruiting for the role of a Service Desk Analyst / Customer Service Advisor to join our new Service Desk team servicing a large UK public sector customer.

Some of your responsibilities as a Service Desk Analyst / Customer Service Advisor will include:

* Log and accurately assign incidents and service requests to suppliers within agreed SLAs

* Acknowledge and escalate incidents and requests received via the portal or email to suppliers within agreed SLAs

* Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met by suppliers

* Frequently engage with suppliers for regular updates and to ensure resolution time is met

* Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language

* Monitor suppliers to proactively identify any issues that may affect the customer

Knowledge and experience required

* Strong customer service focus

* Experience working in a pressurised customer focused role

* Strong negotiation skills with the ability to be assertive when required

* Excellent verbal and written communication skills with a professional phone manner

* Proven problem solver with strong analytical and trend analysis skills

Desirable skills and experience

* ServiceNow, Remedy or a similar ITSM toolset experience

* Experience working within an ITIL based environment

* Business to business (B2B) experience

* Experience working in the Emergency services sector

Why Exponential-e?

Not only will you be working for a company that constantly exceeds expectations with both our innovation and our customer service, but there are many benefits you will receive while working for us as a Service Desk Analyst / Customer Service Advisor:

* Working in a fast paced, collaborative and enjoyable environment delivering a world-class service

* A dedicated Learning and Development team and access to a range of training resources (LinkedIn Learning)

* Purchase up to five extra days of annual leave

* Every employee gets their birthday day off work

* Autonomy and freedom to manage your own time and workload

* Culture quarterly and annual awards (Director awards, Pride awards)

* Culture Club organise events for the company (such as Thirsty Thursdays, kids Christmas party, quarterly socials)

* Comprehensive benefits (25 days holiday, free fruit, free Barista coffee, season ticket loans, local gym discount, Vitality health cover)

About Exponential-e

From launching the world’s first Virtual private LAN in 2006 on our privately-owned 100GigE secure and super-fast Network to our recent work integrating SD-WAN and SD-DC, Exponential-e’s commitment to innovation has resulted in us being recognised as a world-class IT Service provider, one of the fastest-growing private companies in the UK, and have 8 ISO accreditations to our name.

We have built an extensive solutions portfolio, which enables the creation of services tailored specifically to our customers’ operational needs – whether that be for Private and Public Cloud, Data Centre, Unified Communications, Cyber Security or Managed IT Services.

What we deliver is Peace of Mind-as-a-Service. The customer is at the heart of everything we do. That’s why we are trusted by more than 3,000 customers, boast a 96% customer reference-ability, and have an industry-leading Net Promoter Score.

This is an exciting opportunity for you to join our rapidly growing organisation. We take PRIDE in our culture and team spirit, driven by our employees that want to learn, achieve and build a successful career path.

What you need to do now

Click “apply now” and you will end up on our careers page, where you can see the full job description and will be able to send a copy of your CV to our recruitment team.

We are a company that hire for attitude, ambition and train for skills. So even if you don’t tick all of the boxes but want to be part of Exponential-e then please still apply.

We will be in touch as soon as possible to discuss this opportunity, or other relevant positions we may have.

Location: Cody Technology Park, Victor Way, Farnborough, Hampshire, GU14 0LH
Salary: £24,000 - £32,000 + £3500 shift allowance
Hours: 24/7 shift, 2 days 07:00-19:00, 2 nights 19:00-07:00, 4 days off

Reference: 214974735

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