Representative Service Desk

Job description

Job Details:

Initial 3 months contract with possibility for extension or permanency for right candidate

Job Duties and Responsibilities:

Receiving and responding to incoming calls and emails received from internal and external stakeholders in a prompt, professional and courteous manner
Provide an excellent level of customer service to callers, by providing them with appropriate support response and friendly communication
Monitor the smart card network for security alarms, faults, system issues and other maintenance requirements
Log all incidents and requests in ServiceNow and assign to the appropriate area
Dispatch field technicians to respond to requests within agreed SLAs
Review and adjust scheduling as new requests are received to ensure SLAs are maintained, and monitor progress of requests
Escalate high priority issues to the Team Leader and/or those that will not be not resolved in a timely manner
Liaise with internal and external stakeholders and follow up to ensure issues have been resolved
Work closely with the field team to ensure efficient coordination and dispatch of field services personnel
Maintain service records for fault management, preventative maintenance and reporting purposes
Participate in disaster recovery/business continuity planning and testing
Carry out ad hoc requests from internal/external stakeholders
Assist with documentation of internal procedures to assist in day to day operations
Assist with internal and external training
Exchange and share knowledge across all products
Report all WHSE incidents, potential hazards, near misses and accidents

Job Requirements:

1 - 2 years of experience in a similar environment (dispatch/coordination of a field workforce)
Comprehensive computer and operating system knowledge and proficiency using Microsoft Office suite (including excel)
Interpersonal skills, such as telephone skills, communication skills, active listening and customer focus
Typing skills to ensure quick and accurate entry of service request details
Strong technical awareness with the ability to match resources to technical issues appropriately
Excellent customer service skills and well developed communication skills
Ability to multi-task and adapt to changes quickly
Excellent communication skills, both oral and written

Highly Desirable:

Condition of Employment:

Refer code: 1898044. Hudson - The previous day - 2024-03-29 15:22