Job Title: Network Monitoring Control Agent / Customer Service Agent Location: Sheffield
Role Type: Contract for 6 Months with Potential Extension
Pay Rate: £174 to £292 Per Day (Inside IR35)
Overview:
We are seeking a skilled Network Monitoring Control Agent / Customer Service Agent to join our team in Sheffield on a 6-month contract with the potential for extension. This role is pivotal in ensuring the seamless coordination of technical faults and providing exceptional customer service within a dynamic and fast-paced environment.
Key Responsibilities:
- Technical Fault Coordination: Manage and coordinate technical faults with a comprehensive understanding of IT and communications.
- Customer Service Excellence: Ensure calls are answered within PCA targets, using the agreed customer salutation, and maintain a high standard of customer focus.
- Service Level Adherence: Meet or exceed bespoke/customer-specific SLAs and internal Redcare performance measurements, including operational management of internal and third-party suppliers.
- Event Management: Accurately log, update, and close event management tickets in a timely manner, taking corrective actions where necessary.
- Relationship Management: Foster and enhance working relationships with customers, suppliers, and business units to facilitate prompt fault resolution and highlight any areas of poor supplier performance.
- Communication & Escalation: Adhere to all communication, notification, and escalation processes, both internally and externally.
Skills Required:
- Shift Work Experience: Previous experience working shift patterns or unsociable hours.
- Technical Expertise: Proficient in network and server monitoring, alarm and event management, ticketing platforms, end-user computing, infrastructure engineering, and remote support.
- Ticketing Systems: Experience with ticketing systems, preferably BMC Remedy.
- Customer Focus: Demonstrated excellence in customer service and an understanding of key customer requirements.
- Flexibility & Teamwork: A flexible attitude with strong team collaboration skills.
Eligibility:
- BPSS Clearance: Eligible to obtain BPSS (Baseline Personnel Security Standard).
This is an urgent vacancy and the hiring manager is looking to interview soon. If interested, apply with a copy of your CV or drop your CV to khushboo. pandey @ randstad.co.uk
Randstad Technologies is acting as an Employment Business in relation to this vacancy.