About the Role:

As a Service Desk agent, you will be responsible for providing first line support to our customer base covering a large product portfolio. You will be the first and single point of contact into GCI Customer Service. You will be responding to all incoming calls and emails ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software. You will ensure that all cases owned are resolved in accordance to the agreed Service Level Agreement (SLA) delivering outstanding customer service standards by answering all calls and emails promptly, remaining courteous and professional at all times.

Key Responsibilities:

Service Desk Agents provide day-to-day Support for the GCI customer base; ensuring service levels is achieved and quality or work meets the business standards.

Performance

  • To ensure SLA is maintained at 97%.
  • To ensure quality is maintained at 97%.
  • To ensure productivity is maintained at 100%.
  • To provide excellent service to all customers (internal and external).
  • To manage your tickets effectively ensuring customers are updated in line with the agreed service level.
  • To answer all calls with a 20 second ASA target.
  • To achieve all KPI’s as laid out by the Head of Service.
  • Answer the phone logging tickets, following up chases and provide updates to customers.
  • Monitor e-mails logging tickets, following up chases and provide updates to customers.
  • Monitor your own ticket workflow to ensure first response has been made within the agreed SLA.
  • Help ensure best practices are being followed.
  • Making sure all your tickets are updating in accordance with SLA’s.

Knowledge Required:

  • Understanding of Service and Operational Level Agreements as well as key performance Indicators.
  • Strong communication skills and ability to communicate at all levels internally and externally i.e. IT/Network Manager/Head Of Service/Operations Direct
  • Effective time management
  • Understanding of the GCI Com Operations environmen

Skills Required:

Technical Competence

  • Takes pride in personal development.
  • Honest, open to challenge and prepared to take advice.
  • Embraces and absorbs new information and uses results effectively.

 

Problem Analysis

  • Generates ideas to improve processes.
  • Takes accountability and ownership of tasks and problems and seeks to      overcome obstacles and challenges.

 

Qualifications

  • Level 3 or above IT apprenticeship desirable.
  • Level 3 or above Customer Services apprenticeship desirable.
  • ITILv3 Foundation desirable.

 

Organisation

  • Monitors own performance against targets.
  • Is well organised and able to multi task effectively.
  • Ensures deadlines are met and requests for information/support are provided within the agreed timescales.
  • Prioritises effectively to ensure work is completed on time.
  • Responsive and follows through on agreed actions.
  • Administration is accurate and completed in a timely manner.

 

Operational Effectiveness

  • Ability to thrive in environments of complexity and change.
  • Manages time effectively.
  • Takes accountability and ownership of tasks and problems and seeks to overcome obstacles and challenges.
  • Provides creative and innovative solutions.

 

Learning & Development

  • Takes pride in personal development.
  • Honest, open to challenge and prepared to take advice.
  • Embraces and absorbs new information and uses results effectively.

 

Personal Motivation

  • Motivated and proud to be part of the company.
  • Takes pride in personal development.
  • Professional and polite manner.
  • Approachable and welcoming.
  • Positive attitude and optimistic.
  • Resilient, calm and in control of emotions.
  • Honest, open to challenge and prepared to take advice.

 

Communication

  • Shares knowledge and information with others.
  • Open and transparent.
  • Embraces and absorbs new information and uses results effectively.
  • Generates ideas to improve processes and create efficiencies.
  • Prepared to challenge information and bureaucracy.
  • Able to adapt style of communication and approach.
  • Communicates clearly and concisely.

 

Adaptability and Flexibility

  • Ability to work in a fast paced environment.
  • Embraces change.
  • Flexible approach to work and changing priorities to meet business needs.

Other Attributes:

Act in accordance with GCIs corporate security standards.

  • IS Security Policy
  • HR Security Policy

In return GCI can offer you a competitive salary and benefits package. The latter includes 22 days’ holiday plus bank holidays, Westfield Health care cover, childcare vouchers, retail discount partnership, and a monthly employee recognition scheme.

Customer Service Advisor

Lincoln

Please attach your updated resume

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