We are looking for a 1st Line Support Advisor for an initial 3 month contract, this role requires you to be onsite Mondays and Wednesdays.
Duties and responsibilities
- Respond to all queries within agreed SLA's, resolving at first point of contact where possible via multiple channels such as telephone, email and chat to enhance the customer service experience.
- Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working.
- Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes
- To collaborate and engage with the wider Hub community to provide a responsive, consistent, and forward-thinking service.
- Be seen as an expert in general and specific and relevant policies, processes, technology and systems
Qualification and experience:
- Experience in providing IT support in a large complex organisation and across a range of service
- Experience supporting Office 365, Active Directory, Windows & Mac OS
- Experience with Multi-factor authentication
- Proven experience and working knowledge of customer service focused practices, within a large complex organization.
- Experience of using a CRM system, such as RemedyForce, to manage customer correspondence
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.