Customer Service Desk Assistant - Leeds
Location: Leeds England
Description: Sopra Group is currently seeking to employ Customer Service Desk Assistant - Leeds right now, this occupation will be placed in England. More complete informations about this occupation opportunity please read the description below. Sopra Group is seeking to recruit an experienced Customer Service Desk Assistant, to join the growing team in our Leeds office.
Location â€" Le! eds but candidates must be willing to travel to client sites and Sopra Group offices, when required
Main Features of the Role
This is a pivotal customer role within our organisation. Receiving, recording and validating incidents, problems and changes for our internal and external MSS customers. This is accompanied with the continuous incident monitoring and escalation of potential breaches to the Customer Service Managers and operational managers. Additionally to perform request fulfilment for standard change, such as password resets and user account creation
Main Accountabilities
- Recording of customer incidents, problems and change requests within the appropriate systems;
- Listening to the customer and understanding the impact and severity of the issues they face and acting professionally and appropriately;
- Ensuring appropriate escalation of customer issues depending upon the priority of the issue reported; !
- Provide feedback to customers on progress of incidents, p! roblems or changes requested on a committed basis;
- Monitoring incidents against service level and provide warning and escalation of any pending service level breaches to the appropriate internal personnel;
- Provide regular internal management information as requested;
- Cleansing of customer data to meet Data Protection and Model Clause Agreement limitations;
- Provide regular customer reports as per agreement with the Customer Service Managers;
- Act as the conduit for general customer communication; and
- Follow processes and procedures as per the standards deployed
- A customer facing IT Support person;
- Excellent customer service skills with the ability to establish rapport with internal and external customers;
- A team player with a positive 'can-do' attitude, capable of producing results, making decisions and communicating effectively at all levels;
- Willing! ness to develop skills within a team environment;
- Flexibility of approach to deal with changing priorities and deadlines;
- Self motivated and able to be relied upon to get the job done;
- Must demonstrate a high level of accuracy, reliability and consistency;
- Willing to travel to other Sopra and customer sites as required;
- Willing to work a flexible work pattern.
Job descriptions will be reviewed and amended on a regular basis in order to meet the demands of the business.
About Us
Sopra Group is one of Europe's largest and most successful IT Services Organisations. The UK is one of the most strategically important markets for the Group and we deliver a full range of IT Services to many of the UK's leading organisations.
We have a workforce of over 1,000 across the UK and Ireland and ! as a Group, a total workforce of over 14,000 based throughout Europe.
Sopra Group â€" Our People
To deliver our services, we require high calibre people with the drive and determination to be successful in their chosen area of expertise. In return for the flexibility and ambition expected, we encourage our people to embrace opportunities for career advancement through the provision of appropriate learning and development and through the wide and varied roles that they are presented with. As such our people are continuously challenged to develop high-quality IT solutions and services that help improve our clients' businesses.
Sopra Group prides itself on being an 'Employer of Choice', we are recognised as an 'Investor in People' (IiP), but wish to go beyond the scope of the accreditation. We have clear career paths and job role profiles that are in line with the rest of the industry, in terms of both remuneration, working hours and responsibilities.
We are striving towards Equal Opportunities and employ peopl! e based solely on merit.
Sopra Group is registered with The Corporate Telephone Preference Service (CTPS) and will not accept unsolicited calls, emails or faxes from recruitment agencies.
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If you were eligible to this occupation, please email us your resume, with salary requirements and a resume to Sopra Group.
If you interested on this occupation just click on the Apply button, you will be redirected to the official website
This occupation starts available on: Thu, 11 Apr 2013 13:01:39 GMT