Service Centre Administrator
2 months ago

Every time you pick up the phone, surf the Internet, travel on a motorway, catch a train, bus or tube, or even dial 999; chances are telent have enabled the technology to make this happen.
With current annual revenues in excess of £400M and 2,400 employees. We operate within various industry sectors including Rail, Traffic, Public Safety, Defence, Service Providers, Enterprise and Public Sector.
We design, deliver and support solutions and services which enable organisations to create, improve and maintain their ICT and communication and networks.

Job Summary
Reporting to the senior service centre operator on shift you will be providing support to the 24/7 Service Centre Operations working across a number of contracts managing faults and tasking of engineers. This will be a shift role involving night and day working across a 4 on 4 off 12 hour shift pattern.

Key Duties will include:-

  • Ensuring that telephone calls, and emails are answered in a timely manner and that incidents, SLAs and KPIs are adhered to consistently.
  • Adhere failures have occurred aiding the Service Desk Senior/Service centre manager with Root Cause Analysis and taking necessary action to resolve.
  • Responsible for accurate logging of incidents and updates on the fault management systems making primary diagnosis of failure by using knowledge of systems (manuals, drawings, processes agreed)
  • Dispatching the appropriate engineer to resolve failures considering the SLA priority, and skill set of engineers in each case.
  • Working with Field Engineers to assist with incident resolution providing relevant information and/or diagrams as requested

Essential Skills:-

  • Be a highly effective communicator - able to communicate effectively to technicians and customers.
  • Demonstrable organisational skills and able to multi task in a demanding environment with differing priorities
  • Experience of working in complex environments within a 24 hour service structure
  • Previous customer service experience

Desirable Skills:-

  • Experience in a Service Desk orientated and or an operational role.
  • Experience/understanding of ITIL methodology
  • Working knowledge of SLA's and KPI's
  • Understands and contributes to the Urban Traffic Business commitments and strategy
  • Experience/understanding of ITIL methodology

Excellent Employee benefits:

telent is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:

  • 33 days holiday, including public holidays, plus the option to buy or sell five days each year
  • Company pension scheme
  • A range of family friendly policies
  • An employee-funded car leasing scheme
  • Occupational health support
  • Discounts on Cinema, Restaurants and Shopping with telent Reward scheme

telent is an equal opportunities employer and is committed to diversity and inclusion