Duties and responsibilities

• Respond to all queries within agreed SLA's, resolving at first point of contact where possible via multiple channels such as telephone, email and chat to enhance the customer service experience.
• Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working.
• Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes
• To collaborate and engage with the wider Hub community to provide a responsive, consistent, and forward-thinking service.
• Be seen as an expert in general and specific and relevant policies, processes, technology and systems

Qualification and experience:

• Experience in providing IT support in a large complex organisation and across a range of service
• Experience supporting Office 365, Active Directory, Windows & Mac OS
• Experience with Multi-factor authentication
• Proven experience and working knowledge of customer service focused practices, within a large complex organization.
• Experience of using a CRM system, such as RemedyForce, to manage customer correspondence

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.