Junior Service Management Support Technician

at  CDL Software

DESCRIPTION

Are you a Service Desk Technician who enjoys solving problems? Do you have excellent customer service skills and are looking for a move into an IT Service Desk Role? We want to hear from you!
As a Service Desk Technician, the key focus to your role will be to resolve CDL application and product incidents, reported by clients. Working to agreed SLA’s you will provide thorough investigation to find the root cause of problems. You will help diagnose technical faults with the applications through resolution, within agreed SLA’s. We are looking for a Service Desk Technician who has excellent problem solving skills with the ability to understand client problems and the impact it has on a client’s activities.

ABOUT US:

CDL is one of the UK’s leading software development houses, employing over 600 people at its campus in Stockport. It has a consistent history in the high-volume retail insurance sector. CDL has spearheaded developments in the aggregator, web and telematics space, including connected home, enrichment and self-service solutions. As a result, the company’s robust and innovative technologies have enabled its customers to thrive in the highly competitive UK insurance marketplace.
We have built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We pride ourselves on cultivating an inspiring working environment with our employees at the heart of our company.
In a nutshell we are the market leading software house in our industry, creating the software, websites & apps for the Insurance & Finance sector across the UK. If you were to go on a price comparison website, approximately 65% of the companies on there are our clients!

SKILLS KNOWLEDGE AND EXPERTISE

• Computer literate, with some experience of operating systems and/or PCs.
• Excellent customer service skills, being able to empathise with clients is a must!
• Excellent communication skills, both written and verbal. You will be liaising with our external and internal partners and will have a strong customer focus.
• GCSE A-C in Maths and English, or equivalent.
• Be able to demonstrate you are a team player, as well as being able to work on your own initiative.
• Adaptable, flexible and able to work to agreed deadlines (SLA’s)
• Passionate and posses a willingness to learn.
• Previous experience working within a similar environment on either a Service desk, Helpdesk or within 1st Line Support is beneficial.
• An awareness of ITIL is an advantage.

There will be a strong customer service focus to your role and communication skills are essential, ensuring you are building and maintaining excellent customer relationships. You will be responsible for assisting with incident and problem escalation, analysing information and identifying problems effectively, escalating to team leaders and managers where necessary. You will keep up to date with technology, be motivated in your own personal development, including setting goals and objectives aligned with the business values.