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Terrafix Job Vacancy

Service Support Administrator

Terrafix have a vacancy for someone to join the support team, reporting to the Support Manager.

Job Purpose

The main purpose of the role is to ensure all aspects of the Service Management system are carried out to meet the contractual Service Level Agreements in place with our Customers and therefore ensure high customer satisfaction. This role is the crucial interface between our Customers requiring support and the Engineers that provide it. Customers come in many forms from colleagues to 3rd Party Suppliers, End Users in a Trust, or large government departments.

Job Responsibilities and Duties

Manage a wide range of incoming requests and incidents from across the organisation and our customer base.

Take ownership of incoming requests or incidents, triaging and prioritising as appropriate to provide the customer with a first-class service.

Work within agreed SLA’s to ensure internal or customer requests or incidents are brought to a successful conclusion.

Liaise with different departments including 3rd Party Suppliers, Engineering, Accounts, Sales and Production to ensure requests or incidents are brought to a successful conclusion.

Provide key updates to customers in accordance with the strict SLA criteria in relation to requests or incidents.

Take ownership of the data quality within the Service Management system to ensure detailed reports can be provided to a consistent standard. In some cases, identify training issues to ensure data quality is maintained.

Support the Account Managers with Monthly and Quarterly Reports for Service Review Meetings.

Create Weekly, Monthly and Ad Hoc reports as required for Internal or Customer use.

Maintain schedules for Duty Engineer systems.

Any other duties as requested to contribute to the smooth running of the Systems Support Department.

Job Challenges

Manage a diverse workload of reactive and proactive tasks with differing priorities.

Understanding business operations and their dependency on critical IT systems.

Dealing with demanding customers and colleagues.

Job Skills Required

Reliable and professional

Clear and concise written and verbal communication skills

Strong prioritization and organisation skills

Exceptional attention to detail

Excellent customer service skills

Ability to work as an individual and as a member of a team

Strong desire to learn

Proficiency in the Microsoft Office Suite

For more information and to apply please follow the link here