- 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.
- 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
- Excellent communication skills.
- Excellent customer service skills.
- Customer focused.
- 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.
- Previous experience in a customer support role.
- Technical or IT service trained.
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Administrative Apprentice - Gloucester, United Kingdom - Claranet
Description
About The Role
Essential Roles & ResponsibilitiesTeams to collaborate with
About You
Behavioural competencies – organisational and behavioural fit
Critical competencies – technical fit
In addition, the following are highly desirable: