Services Support Manager at World Wide Technology Healthcare Solutions

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

06 Jan, 26

Salary

0.0

Posted On

08 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ServiceNow, Service Desk Experience, Technical Understanding, Relationship Management, Account Development, Negotiation, Influence, Customer Support, Order Processing, Reporting, Presentation Skills, Problem Solving, Collaboration, Continuous Improvement, Logistics, Supply Chain Services

Industry

IT Services and IT Consulting

Description

Education * Bachelor’s Degree preferred. * A combination of education, training and experience may be considered in lieu of a degree. Qualifications Job Summary This position will be located within the GSP Supply Chain Service Desk Team and customer Account Teams to focus on achieving goals by delivering World Wide Technology's suite of services including; Logistics and related SCS services. WWT’s GSP UK SCS Service Desk Analyst is a customer-facing role supporting both pre-sales and after-sales opportunities as well as order processing. Function/Role Deliverables * Processing customer orders using ServiceNow. * Checking and validating orders and order information, including; bills of material, delivery dates, appropriate discounts, and alignment with customer catalogue SKUs. * Liaising with end customer regards status. * Supporting and producing regular reports for both internal and external stakeholders. * Support creation of presentations for customers, when required deliver these on behalf of the desk manager and Service Delivery Managers. * Provide a first escalation point for customer queries. * Supporting the wider team and desk manager with tasks as and when required. * Provide ad hoc support to the account teams with projects and pre-sales opportunities to help shape and drive the right supply chain services solutions for customers. * Support service delivery and support processes to ensure consistent delivery of a high level of client service in an effective and cost-efficient manner. * Help to feed into the requirements for ServiceNow workflow requirements ready to support services for both internal and external stakeholders. * Help to identify gaps in systems, procedures, and methodologies ready to support outstanding service delivery. * Work with third parties as well as internal teams and processes to support continual improvement initiatives for service delivery optimization. * Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments. Education * Bachelor’s Degree preferred. * A combination of education, training and experience may be considered in lieu of a degree. Work Experience Experience (preferable) * * ServiceNow (ITSM). * Service Desk experience in a technical environment. * Technical understanding of IT solutions and systems. * 1 plus years Tier 1 Telco experience Knowledge and Abilities Core Functional / Technical Skills Requirement Relationship Management Builds relationships with key individuals within the team, department, and organization. Supporting Account Development Builds relationships with customer account team, including key buyers/decision makers. Assists in creating opportunities (e.g., progress meetings, fact-finding/exploratory meetings) to build customer account. Understands and reports a customer’s business issues through appropriate organization channels. Developing Negotiation and Influence Exchanges information in straightforward situations to gain other’s support. Proactively seeks help from a manager when needed to address areas of difference and ensure agreements among all parties. Assists in conducting straightforward cost, benefit and risk analyses of possible solutions. Developing

Responsibilities

The Services Support Manager will process customer orders, validate order information, and liaise with customers regarding order status. They will also support the team with reporting, presentations, and act as a first escalation point for customer queries.