Posted by Airbiquity on February 20th, 2012.
Graduate Jobs
Location: London - West End
Closing Date: March 21st, 2012
Job Description
General Description:
The Service Delivery Associate (SDA) will serve as First Level support for all service delivery orders and customer service inquiries. The SDA will serve as the key interface between the Service Delivery Office (SDO) and the customer to ensure that all order-level tasking is coordinated in accordance with SDO policy and established levels of service. This position is in support of a pan-European SDO, based in London, UK. The SDA will use existing and new computer-based and phone-based tools to coordinate field service work with key partners and customer service with key customers. Expectations for this position include attention to detail, high proficiency with MS Office, excellent customer service and the ability to operate in a complex, fast-paced environment.
Specific job requirements and duties include:
Responsibilities
- Provide excellent service to customers and set expectations based on agreed processes.
- Accept all technical support calls and log them onto the IT Help Desk Call Management System, ensuring that details are accurately entered.
- Access an on-line knowledge base to investigate and troubleshoot customer issues.
- Escalate, where appropriate, issues to specialist technical support personnel.
- Create and maintain a constantly changing internal knowledge base of procedural and technical information.
- Take ownership of all technical tickets and resolve to agreed Target Resolution Times.
- Keep ticket journal entries updated with clear written English, without jargon or the use of acronyms.
- Provide monthly status reports to management.
- Provide the first point of phone contact for the Helpdesk function, ensuring excellent quality and service levels are achieved at all times.
- Manage all incoming mail contacts to the Helpdesk ensuring that they are logged, tracked and maintained in the call logging system.
- Develop and maintain relationships with the US and European helpdesks and 3rd party suppliers.
- When required, work on call to provide out of hours support in line with specific location requirements and work schedules.
- Maintain ownership of ticket queues to ensure SLA’s are met, including quotes, emails, scheduling and support queues, as well as inbound calls
Skills and Attributes
- Provide excellent customer service .
- Excellent communication skills (verbal and written).
- Flexible attitude.
- Able to use initiative and be pro-active.
- Take ownership/responsibility for own work.
- Professional behavior.
- Problem solver.
- Strong customer service skills and a proactive approach to solving customer issues. Ability to prioritize workload effectively and be able to operate effectively within a team.
- Ability to work under pressure.
- Team player and ability to work within an environment focused towards delivering outstanding customer / technical support.
- Ability to quickly understand complex procedures and work flows. .
- Strength of character to effectively manage varying expectations from internal and external customers
- Knowledge of the Internet and common applications and connectivity protocols.
- Knowledge and experience of Helpdesk software.
- Confident using Microsoft Office applications.
Experience Preferences
- University degree.
- Experience in a Helpdesk environment or customer facing role.
- Familiarity with statistics and process methodology.
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