Service Centre Operator

Service Centre Operator

At Telent, you will have the opportunity to be a part of something bigger. To keep things moving, to connect people. It's important work we do. Learning together, inspiring colleagues, and making the entire organisation better. Join us and help keep the nations critical networks connected and protected 24/7.

Support the Service Desk in delivering the day-to-day operation for the 24/7 Service Desk. Responsible for providing first level support and ownership of all incidents and request. Single point of contact for customers often dealing with mission critical systems and services.

The 24*7 Service Centre provides network management, 1st and 2nd line maintenance, asset management, logistics services and remote monitoring support to telent's customers for their business-critical equipment. Some of the industries that the service centre supports include, London Underground, Pan Tfl, Train Operating Companies, and telecommunications providers.

What you'll do:

• Providing first level support and ownership for all incidents and requests
• Initial incident triage of all requests
• Maintaining the rapport with customers by displaying a detailed understanding of their support requirements
• Maintaining high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
• The Pro-active contact with suppliers including escalations when necessary
• Ensuring timely call resolution to achieve SLA's
• Following the Escalations Procedure and understanding the process
• Meeting Service Desk (KPI) Key Performance Indicators
• Dispatching engineers to resolve issues
• Ensuring that we maintain excellent customer service
• Actioning requests quickly and efficiently and ensuring actions are followed u in a timely manner, providing stakeholders with updates and meeting any promises that are made.
• Administration duties.

Who you are:

This role would be ideal for an individual who thrives in an environment that can be challenging, enjoys problem solving, has a positive outlook and is able to communicate openly and at ease across all levels. Full training will be provided.

Key Requirements:

• Strong Customer Service Skills.
• Strong Organisational Skills.
• Strong Written and Verbal Communications.
• A positive approach to customer service
• A positive approach to problem solving
• The ability to remain calm under pressure
• A practical approach to owning and escalating issues
• Experience of working in complex environments or within a 24 hour service structure
• Working to and achieve key SLA metrics.

What we offer:

A career at Telent can span many sectors, roles, technologies and clients giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.

We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.

The additional benefits with this role:

• 33 days holiday, including public holidays, plus the option to buy or sell five days each year
• Company pension scheme
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.

Learn more about Telent:

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