Role Purpose As part of the Service Delivery Team, you will provide service coordination and queue management in an IT/Telco team, servicing and supporting the healthcare industry. You will use your high attention to detail to ensure that service tickets are being allocated correctly and regularly updated. You will ensure that tickets meet with strict SLA requirements, communicating directly with the end customer and working with the local team in delivering end to end excellence. While your core duties will predominantly focus around ITSM (service management), you will enjoy the variety of creating Monthly billing reports where your ability to use O365 applications (like Excel) will come to the fore. You will also contribute to continuous improvement as we constantly strive to provide better, more efficient excellence. Key Responsibilities Service Desk: Tickets are assigned to correct party, Strict SLA's are met, Tickets are followed up and updated by engineers, following up/managing 3rd Party tickets, ensure tickets are closed with accurate details, Accuracy of times and details recorded by engineers, Managing team email inbox Resource Management: Managing online booking tool, allocating service work, following up engineers when required to ensure that management have up to date information at their fingertips Compiling data for monthly billing, compiling reports to be presented to customers to help them justify their own internal billing processes Participation in covering the helpdesk phone and ITSM ticket queues as required. This is essential in providing coverage across the day to meet customer expectations, while allowing our people to have the time that they need to enjoy their work Ad Hoc Work: Taking on any additional requests from management and customers as our service and processes evolve Experience & Knowledge Previous experience in queue management and ticketing systems is highly desired. Service Now (ITSM tool) experience would be great but more important is the ability and willingness to learn Previous experience in Telecommunication is desired but not essential. Similarly experience in or knowledge of health industry or government agencies would be advantageous Excellent customer service skills with a genuine ability to listen Experience in all O365 application is mandatory and superior Excel skills will either be part of your current or future skillset
