IT Service Desk Administrator

The Role:

The main role is to support our Parts and Scheduling team within the Service Desk by carrying out the administrative activities required to collect faulty IT equipment from our customers, progress laptop repairs tickets, provide quotes, chase PO’s and close tickets. This will require attention to detail and the ability to follow set processes within agreed timescales.

Liaising with our customers via phone and email, the role includes a need for excellent customer service skills as customer experience and service excellence is at the heart of our team.

The Service Desk environment can be fast paced therefore flexibility and a willingness to learn new skills is essential to be able to support, and grow with, the Service Desk team. For this reason the role is office based in our Broughton Astley, Leicester, office.

Activities:

The role encompasses a range of responsibilities in the final stage of the incident lifecycle. The main focus is ensuring we schedule the right part/and or engineer to the right location at the right time, in order for the engineer/part to resolve the customers issue first time and within SLA, keeping the customer informed every step of the way.

Always striving for service excellence and customer satisfaction, your role will include:

• Checking courier websites and liaising with suppliers to obtain proof of delivery (POD) for IT equipment sent out to our customers.
• Updating our customers with POD’s and seeking confirmation the part has resolved their issue.
• Liaising with customers via phone and email to confirm when parts can be collected.
• Arranging parts collection via courier portals, local engineer or Royal Mail bags.
• Keeping customers informed of collection dates/times in order to minimise repeat courier collection visits.
• Being the liaison between our Service Desk, warehouse team and customers with regards to laptop repairs, ensuring the warehouse progress the repair within KPI’s, updating tickets and keeping the customer informed at all times.
• Closing tickets according to our closure checklist, ensuring all parts have been returned, boot stock repleted and serial numbers of equipment have been updated.
• Providing quotes to our customers for customer retained parts, out of contract laptop repairs and service chargeables, ensuring PO’s are received and progressed through to invoicing.
• Approving sales orders on T&M tickets so works can be invoiced.
• Owning, monitoring and progressing tickets ensuring our customers and tickets are kept updated at all times and in accordance with our best practice guides.
• Resolving any queries our customers may have with their parts or laptop repairs, including liaising, assigning or escalating to the technical team or management as appropriate, where required.
• Building effective and professional relationships with colleagues, customers, suppliers, and other stakeholders.
• Following best practice guides to ensure quality standards in terms of customer experience and ticket management are adhered to. This will require following processes and working to specified timeframes.
• Providing any further support to the Service Desk or carrying out ad-hoc activities as determined by the Service Desk Manager and Head of Operations.
• Ensuring continuous service improvement by highlighting any issues, process gaps or service improvements to Service Management.

What we’re looking for:

This is an entry level position and would suit someone with customer service or administration experience looking to move into a Service Desk environment or a logical minded person with an aptitude and desire to learn IT Service Desk skills.

Essential

• Excellent customer service and communication skills (written and verbal).
• Strong administration, organisational and prioritisation skills.
• Ability to meet tight deadlines.
• Flexibility and can do attitude to meet last-minute requirements, take on new tasks and assist team members.
• Team player with attention to detail.

Desirable

• Commercial awareness.
• Background/knowledge/education in Storage, Logistics, IT Hardware or Unified Communications & Network Services would be an advantage.

What you’ll gain:

• Personal growth within a supportive and collaborative role.
• The chance to gain experience working within a fast-paced Communications and IT company.
• Working with a team of highly skilled Individuals.
• Empowerment within your role to make decisions and improve processes to help further the performance of Cameo.
• Competitive salary.
• Access to private healthcare (once probation period has been passed).