Concierge/queue manager
Rate £15.00/Hr through UMB
Location Blackfriars Road - London
Contract 6 Months Monday to Friday, 7.5 hours per day working between 08:00 and 16:30

Job Description: You'll be working as part of a technical team for business, delivering support to all business campus users in London Blackfriars location.

Responsibilities

• Gather information through relevant business systems/tools to ensure that relevant data is recorded for reporting purposes.
• Prioritise and co-ordinate own and others work schedules to ensure that business and customer needs are met, and deadlines are adhered to.
• Ascertain customer requirement to direct the enquiry to relevant department.
• Able to communicate on complex issues to meet business and customer requirements to avoid escalations.
• Proven track record of working in a team environment.
• Act in accordance with business Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
• Advising and providing support to customers to satisfactorily resolve queries and escalating where appropriate.
• Manage User visits to the techbar
• Be flexible and adaptable to changing business needs and comply with any reasonable management requests.
• Ticket queue management and ownership
• Maintain knowledge and ensure scheduling best practices are adhered to.
• Active management of assigned engineers, using appropriate escalation as needed.
• First point of contact for end users and assigned engineers.

Performance Indicators

• Ensure Department meets SLA performance targets.
• Maintain & improve customer satisfaction levels.
• Understand and adhere to policies and procedures.
• Demonstrates relevant FACE behaviours.

Knowledge, Skills & Experience

• Good working Knowledge of Microsoft Applications
• Plans & organises own workload.
• Proven experience of high standards of customer service
• Good administrative experience, attention to detail, ensures accuracy of data, provides data for reporting and processing of information.
• Excellent interpersonal, literacy and numeracy skills and ability to build relationships at all levels.
• Working knowledge of systems tools ITSM, SNOW would be desirable.

Next StageConversation with a recruiter to assess suitability.

Start Date

ASAP

Interested in applying? Just reply with an up-to-date copy of your CV to get the ball rolling. Or if it is not quite right for you, but you have someone in mind for the role - please let me know.

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