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Gloucester

    Administrative Apprentice - Gloucester, United Kingdom - Claranet

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    Description

    About The Role

    Essential Roles & Responsibilities
  • Maintain accurate records of activity taken throughout the lifecycle of a ticket.
  • Maintain a good understanding and technical expertise across Claranet's product catalogue.
  • Apply a wide range of Service Desk processes in order to identify and apply technical fixes to incidents.
  • Where required, liaise with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place.
  • Work closely with the Customer Success team to maintain excellent standards of service.
  • Support project work as required.
  • Support the Team Manager towards continued improvement of team process and customer experience.
  • Validate contact and ensure security process is adhered to.
  • Provide first-line investigation and diagnosis, resolving at first contact whenever possible.
  • Escalate incidents/requests that cannot be resolved within agreed timescales.
  • Keep customers informed of progress.
  • Contribute and search the knowledge base.
  • Teams to collaborate with

  • Customer Experience and Managed Services – ensure we are consistently providing the best service to our customers, proactively monitoring their needs, and integrating their feedback into our future portfolio and propositions
  • About You

    Behavioural competencies – organisational and behavioural fit

  • Excellent communication skills.
  • Excellent customer service skills.
  • Customer focused.
  • Critical competencies – technical fit

  • Good understanding and awareness of IT terminology.
  • Ability to translate technical language into user friendly information.
  • Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude.
  • An interest in IT service Management and ambition to develop a career in the industry.
  • In addition, the following are highly desirable:

  • Previous experience in a customer support role.
  • Technical or IT service trained.


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