Service Delivery Executive - 12 Month FTC

at  Softcat

ARE YOU PASSIONATE ABOUT PROVIDING EXCELLENT CUSTOMER EXPERIENCE?

As a Service Delivery Executive, you will be required to act as the first point of contact for all queries related to the support services. This role plays a key part in the expansion of the Service Delivery Team who are focused exclusively on one of Softcat’s flagship EUC support contracts.

As a Service Delivery Executive, you’ll be responsible for:

• Ongoing management of Joint team mailbox
• Proactively managing call queue in IT Service Management tool to ensure tickets are resolved within agreed SLAs
• Supporting the business and customers with contractual admin, provide the relevant documentation and welcome packs to successfully onboard customers to the service
• Providing technical sessions to support the customers with setting up new devices
• Scheduling tasks for the onsite team and understanding their need and then providing continual service improvement plans
• Building strong relationships and rapport with several internal & external stakeholders
• Creating monthly reports for your aligned customers and delivering regular service reviews

As a Service Delivery Executive, you’ll be responsible for:

• Ongoing management of Joint team mailbox
• Proactively managing call queue in IT Service Management tool to ensure tickets are resolved within agreed SLAs
• Supporting the business and customers with contractual admin, provide the relevant documentation and welcome packs to successfully onboard customers to the service
• Providing technical sessions to support the customers with setting up new devices
• Scheduling tasks for the onsite team and understanding their need and then providing continual service improvement plans
• Building strong relationships and rapport with several internal & external stakeholders
• Creating monthly reports for your aligned customers and delivering regular service review

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Hybrid working – 3 days in the office and 2 days working from home
• Working flexible hours - flexing the times you start and finish during the day
• Flexibility around school pick up and drop off