Service Desk Advisor

Are you passionate about delivering excellent customer service and resolving technical issues? Do you thrive in a dynamic environment? If so, we have the role for you!

This is a full time role, and once you are fully trained, you will be required to work on a 247/365 rota which includes premium shift payments on top of your basic salary.

The role location is hybrid with the opportunity to work from home and from the Birmingham office.

Responsibilities

• Logging all customer incidents and/or service requests.

• Logging all fault information from the customer onto the incident management system. 
• Questioning and diagnosing each incident, ensuring all details are accurate and meaningful with the correct level of information recorded.
• Applying first time fixes wherever possible before passing incidents to the correct resolving group, following the required knowledge and process.
• Understanding the impact of the incident or service request in line with the customer’s business and systems.
• Monitoring all incidents and following-up with resolving groups ensuring SLA’s are adhered to.
• Updating customers on the status of their incident.
• Resolving and closing cases ensuring ownership through to a satisfactory conclusion.
• Performing call-backs to customers to confirm call closure.
• Ensuring agreed escalation procedures are adhered to and management are informed of high priority or potentially high-risk customer problems.
• Logging calls with 3rd parties and liaise with them to ensure resolution.

We want our people to embrace opportunities and to grow with our business.  Although this is a general summary of the principle responsibilities of the role and the level of knowledge and skill typically required, you may get involved in other activities and you should therefore not consider this to be an exhaustive list.

• Excellent oral and written communication skills with the ability to communicate effectively at all levels.
• Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers.
• Ability to manage own work load, with good planning and organisation skills.  Understands the difference between ‘urgent’ and ‘important’ and prioritises accordingly. Uses own initiative.
• Logical problem-solving skills.
• Able to determine when it is appropriate to invoke escalation processes.
• Methodical and analytical approach to incident and problem solving
• A good level of general education, including a minimum Level 3 (or equivalent) qualification in an IT-relevant discipline.

We’d like it if you could bring:

• Experience working in an IT-related environment, preferably on a technical Service Desk.
• ITIL v.3 Foundation certificate, or experience of ITIL methodology.

• Flexible working – To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important events

• Holidays – In addition to the public holidays, we provide 25 days paid holiday per annum. We also offer the option to purchase up to five days of annual leave.
• A flexible pension – We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner
• Company sick pay – We offer piece of mind when you are ill with an enhanced Company Sick Pay policy
• Family benefits – We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave
• Financial, physical and wellbeing support – To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme
• Access to a discount platform – Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations
• Professional subscriptions – We offer reimbursement for professional subscriptions to a relevant institution if it’s required to perform your job role
• Charity giving – support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay
• Electric Dreams salary sacrifice scheme in partnership with Octopus EV – An easy to manage and affordable way of leasing a zero-emission electric vehicle
• Cycle to work scheme – Make the most of this tax efficient scheme to improve your commute to work
• Rewarding long service – We provide gifts to our employees who achieve milestone years of service working as part of our team

If you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway! Research suggests that certain groups of the population will apply for a role if they meet 60% of a roles requirements, while others will only apply if they hit 100% - we encourage applications from anyone with the skills, experience and attributes that will make you a great addition to both the role they are applying and the company overall.

Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.