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REQUIRED: OPERATIONS SUPPORT ASSISTANT
IR35 STATUS: INSIDE
WORKING ARRANGEMENTS: 3 DAYS ONSITE WARWICK, 2 DAYS REMOTE
DURATION: 12 MONTH INITIAL CONTRACT
Job Purpose
The purpose of the Operations Support Assistant is to:
* Support the client by answering the corporate phone lines.
* Triage service requests raised by Internal and External clients.
Responsibilities
* Ensure that the corporate telephone lines are answered in a professional manner, dealing with callers' requests appropriately.
* Provide administration service to the accounts helpdesk system by maintaining and administering user accounts, completing password resets, and ensuring that client details are kept up to date and accurate.
* Conduct monthly analysis of call stats and Service Requests raised for inclusion into Management reports.
* Triage service requests passed to the operations support resolver queues, ensuring that requests are dealt with appropriately while adhering to all SLA's.
* Assist in the creation of business reports for the Service Desk.
* Assist with running test scripts for the ICD system upgrades.
* Assist the Operations Support Manager with any ad-hoc requests.
Knowledge, Skills And Experience Required
Knowledge / Experience
* Experience working within customer service and administrative roles.
* Good working knowledge of Microsoft applications (i.e. Outlook, Word, Excel).
* Ability to work on own initiative without continuous hands-on leadership.
* Basic knowledge of SQL.
* Ability to work well within a close team.
Mandatory Skills
* Excellent customer service skills and experience.
* Keyboard skills with speed and accuracy regarding content that could be presentable to all levels of staff and customers.
* Good communication skills, able to understand and initiate customer requests.
* Methodical approach and good attention to detail.
Communications and Working Relationships
Internal
* Liaise with the assigned support teams on behalf of customers concerning their service requests.
* Liaise with Project Managers on ongoing projects.
* Liaise with Client Relationship Managers on account exceptions.
External
* Communicate in a professional and confident manner with customers to resolve issues and queries.
* Liaise with third-party suppliers regarding discrepancies or queries about their reports.
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work. LA International welcomes applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International has secured the most prestigious business award, The Queens Award for Enterprise: International Trade, for the second consecutive period.
Seniority Level
Entry level
Employment Type
Contract
Job Function
Management and Manufacturing
Industries: Administrative and Support Services
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