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Operations Support Assistant, West Midlands
Client:
LA International
Location:
West Midlands, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
5e1e9e982287
Job Views:
8
Posted:
02.03.2025
Expiry Date:
16.04.2025
Job Description:
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:
1. Support the client by answering the corporate phone lines
2. Triage service requests raised by Internal and External clients
RESPONSIBILITIES
1. Ensure that the corporate telephone lines are answered in a professional manner and deal with the callers' requests appropriately.
2. Provide an 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.
3. Conduct monthly analysis of call stats and Service Requests raised for inclusion in Management reports.
4. Triage service requests passed to the operations support resolver queues ensuring that the requests are dealt with appropriately while adhering to all SLA's.
5. Assist in the creation of business reports for the Service Desk.
6. Assist with running test scripts for the ICD system upgrades.
7. Assist the Operations Support Manager with any ad hoc requests.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
4.1 Knowledge / Experience
The post holder must have knowledge / experience of:
1. Working within customer service and administrative roles;
2. Good working knowledge of Microsoft applications (i.e. Outlook, Word, Excel);
3. Working on own initiative and not being dependent on continuous hands-on leadership;
4. A basic knowledge of SQL;
5. Working well within a close team.
4.2 Mandatory Skills
The post-holder must have the following skills:
1. Excellent customer service skills and experience;
2. Keyboard skills being able to type with speed and accuracy regarding the content that could be presentable to all levels of staff and customers;
3. Good communication skills to understand and initiate the customer's requests;
4. Methodical approach and good attention to detail.
COMMUNICATIONS AND WORKING RELATIONSHIPS
5.1 Internal
1. Liaise with the assigned support teams on behalf of the customers concerning their SR's.
2. Liaise with Project Managers on any ongoing projects.
3. Liaise with Client Relationship Managers on any account exceptions.
5.2 External
1. Communicate in a professional and confident manner with customers to resolve any issues and queries.
2. Liaise with third-party suppliers regarding any discrepancies or queries regarding their reports.
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