Job Title

This role is Inside IR35. Clearance: SC Contract Length: 6 months Location:Birmingham - Must be able to work 12 hour shifts, covering a 24/7/365 rota. Day shifts are 0700 to 1900 hours, Night shifts are 1900 hours to 0700 hours Shifts are typically in six-week blocks, with three days on, four days off, or four days on, three days off. Flexibility is required to cover shifts in case of emergencies or last-minute changes. Overview This role is providing first line IT support expertise to help support the network of services across the UK. The individual will work on a 24/7 shift rota, answering correspondence via email, telephone and video conference. Requests will be logged, categorised, prioritised and escalated as appropriate. Must have • Previous experience in a Service Desk or Customer Service role. • Experience with ServiceNow is essential. Experience • Worked in a Customer Service Role (technically diverse environment beneficial) • Excellent Telephone Manner • Excellent standard of written English • Punctual and Reliable Skills: • Strong customer service skills, including a positive attitude and excellent telephone manner. • Ability to communicate effectively via telephone, email, and video conference. • Proficiency in logging and categorizing incidents, service requests, problems, changes, and knowledge within an ITSM tool. • Ability to handle enquiries, complaints, and escalations professionally. • Analytical skills to follow established processes and procedures. • Ability to work independently after initial training. • ITIL certification is beneficial. • Basic technical knowledge, including familiarity with Microsoft Office Applications and ITIL best practices. Desirables • ITIL Foundation Certification • Operational knowledge and experience of working with call management systems • Worked with a service management framework (ITIL beneficial) • Intermediate working knowledge of Microsoft Office Applications • Intermediate working knowledge of Microsoft Operations Systems • Intermediate working knowledge of Microsoft Active Directory • Basic working knowledge of Cisco VoIP and Video Conferencing systems#J-18808-Ljbffr