Service Support Administrator

Dorking, Surrey
Specialist Recruit

Our client is a technology and communications provider. Their comprehensive services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support.

As the Service Support Administrator, you play a pivotal role as the primary point of contact for the service desk. Your focus is on maintaining high standards for clients purchasing managed services solutions, ensuring SLA targets are met, and support is aligned with contractual agreements.

The right candidate will be well organised, customer service focussed, and have strong communication skills. You will be required to maintain service desk requirements, respond to queries and provide regular updates to customers on open issues.

Key Responsibilities

• Ticket Management
• Customer Satisfaction
• Generating Reports
• Customer Complaints
• Quality/Improvement

Skills / Interests Required

• Leadership Aptitude: Demonstrated ability to inspire and guide the service desk team, fostering collaboration and a positive workplace ambiance for professional growth.
• Customer Relationship Management: Excellent customer relationship management skills to proactively engage with clients, understand their needs, and provide exceptional support experiences.
• SLA Management: Proficient in managing service level agreements (SLAs), ensuring adherence to response and resolution times. Prioritize tasks to meet SLA targets.
• Communication and Interpersonal Skills: Strong communication skills, both written and verbal, to effectively interact with customers, team members, and stakeholders. Act as the main point of contact for customer complaints and escalations, resolving issues professionally.
• Attention to Detail: Strong attention to detail to ensure accuracy in ticket documentation, reporting, and service delivery.Time Management: Effective time management skills to handle multiple priorities, meet deadlines, and ensure timely ticket resolution.
• Conflict Resolution: Ability to handle customer complaints and conflicts professionally, supporting the service delivery team to satisfactory resolutions while maintaining a positive customer experience.
• Collaboration: Proven ability to collaborate with cross-functional teams, including technical engineers, sales, and management, to ensure seamless service delivery.
• Customer-Centric Approach: Genuine interest in understanding customer needs and delivering top-notch customer service, striving for 100% customer satisfaction.
• Adaptability: Ability to adapt to changing business needs, emerging technologies, and evolving customer requirements.
• Quality Assurance: Understanding of quality assurance processes to ensure consistency and adherence to service standards.

6. Experience Required

• Leadership Aptitude:Demonstrated ability to inspire and guide the service desk team, fostering collaboration and a positive workplace ambiance for professional growth.
• Customer Relationship Management Experience: Track record of building and maintaining strong customer relationships, actively engaging with clients, understanding their needs, and delivering exceptional support experiences.
• Communication and Interpersonal Skills
• Initiative and Proactivity
• Technical Awareness (Desirable)