Service Desk Technician Shift

at  Flowbird UK

Flowbird UK
Customer Services Service Desk Technician Shift
Purpose
Service Desk Technicians are the first point of contact for our customers. They monitor the Service Desk queue for new incidents and requests, taking ownership of relevant reported incidents as well as handling phone calls and carrying out triage. They see incidents through to resolution, building solid relationships with key internal and external customers. Due to internal progression, we are looking for an enthusiastic, energetic, and confident individual who can provide world-class customer service to our customers and partners.

Responsibilities

• Log and monitor incidents from a range of communication channels and ensure that the appropriate action is being taken to meet SLA.
• Update customers and colleagues by telephone, e-mail, or portal on the progress of a support call or to ask for additional information.
• Contact third parties to log support calls, get updates on open support calls, or request technical support.
• Carryout remote diagnostic tests, checks, and fixes when a customer logs an incident.
• Assisting in internal and external customer report generation including collating reports, managing users and passwords
• Assist with ad hoc tasks relating to implementation projects, support projects, or support administration
• Regularly update open tickets in the ITSM tools
• Build strong relationships with customers, partners, suppliers, and internal colleagues.
• Work in a support team delivering remote support covering 0530- 2330 on a rotating shift, 365 days per year.
• Contribute to Knowledge Management within the business in the form of documentation creation
• Troubleshoot, diagnose, and resolve problems and/or assign them to the appropriate team to investigate and resolve
• Performing system admin duties and/or proactive daily system checks
• Various administrative tasks including collating reports, managing users and passwords
• Support all in-house back office systems, including mobile payment solutions.

Participate

• Provide support and expertise to other departments including Sales, Projects, Engineering, and Field Services
• Actively contribute to product improvements through the alerting of software bugs via a process
• Actively contribute to service improvements by recommending changes to systems and processes

Experience

• A customer orientated approach is critical for this role
• A general technical understanding and familiarity with Microsoft applications
• A basic technical understanding of Microsoft Windows operating systems
• One year of experience in a Service Desk or a Customer Support environment would be a distinct advantage
• An understanding of ITIL and its objectives would be an advantage

Core Skills

• Excellent customer service skills
• Strong written and verbal communication skills to communicate in a clear, professional manner.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
• Analytical problem-solving and ability to follow the process
• Technical mindset with a desire to enhance those skills
• Being able to quickly learn industry standard and bespoke software to an advanced user level
• Can quickly understand customers’ operational requirements

Behavioural Factors

• Keen to develop
• An advocate of change and process
• Punctual and reliable
• Smart and presentable
• Enthusiastic, energetic, and confident
• A proactive and can do attitude

Reports To

• UK Service Desk Manager

• Log and monitor incidents from a range of communication channels and ensure that the appropriate action is being taken to meet SLA.
• Update customers and colleagues by telephone, e-mail, or portal on the progress of a support call or to ask for additional information.
• Contact third parties to log support calls, get updates on open support calls, or request technical support.
• Carryout remote diagnostic tests, checks, and fixes when a customer logs an incident.
• Assisting in internal and external customer report generation including collating reports, managing users and passwords
• Assist with ad hoc tasks relating to implementation projects, support projects, or support administration
• Regularly update open tickets in the ITSM tools
• Build strong relationships with customers, partners, suppliers, and internal colleagues.
• Work in a support team delivering remote support covering 0530- 2330 on a rotating shift, 365 days per year.
• Contribute to Knowledge Management within the business in the form of documentation creation
• Troubleshoot, diagnose, and resolve problems and/or assign them to the appropriate team to investigate and resolve
• Performing system admin duties and/or proactive daily system checks
• Various administrative tasks including collating reports, managing users and passwords
• Support all in-house back office systems, including mobile payment solutions