Service Desk Operator
Hybrid - between E16 4TL and home- Rotating Shifts - 4 on 4 off
We are currently looking for a Service Desk Operator to join our high performing team within the Service Centre based in the Canning Town area.
You will support the Service Desk in delivering the day-to-day operation for the 24/7 Service Desk. The Service Desk is responsible for providing first level support and ownership of all incidents and request. Being the 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
Please be advised this role is working on a shift rotation of 4 on 4 off, these are 12-hour shifts.
Key Objectives:
- 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 timel...