Senior Service Desk Administrator

Senior Service Desk Administrator

Reporting to the Service Centre Manager, you will be responsible for ensuring that excellent customer service is provided consistently to all customers by following up actions in a timely manner, providing regular customer updates and meeting promises made.

What you’ll do:

  • You’ll ensure shift responsibilities are assigned and completed 100% of the time, whilst monitoring staff utilisation
  • You’ll be responsible for training and development of operators/ identifying skill gaps
  • You’ll ensuring that telephone calls, and emails are answered in a timely manner and that incidents, SLAs and KPIs are adhered to consistently.
  • You’ll be proactively working with the business/field services units to increase the Service centre’s ability to influence and deliver first time fixes therefore increasing field engineering efficiency.
  • You’ll create and maintain strong relationships with Customer Services Managers and delivery teams to ensure that the Service Centre works in partnership with its internal and external customers to ensure that the end-to-end service offering is of best in class
  • Working a shift rota to meet 24/7 Service Centre Operations requirement.

Who you are:

You will have previous experience within a similar role with a background in customer service. customer service background, are pro-active and enjoy working with and building relationships and leading a team.

Key Requirements:

  • You’ll be a highly effective communicator – able to communicate effectively to technicians and customers.
  • Experience of General Office processes & procedures
  • Proven experience of managing complexity within a 24-hour service environment
  • Builds trusting relationships with customers, colleagues and managers by consistently delivering on promises, being sensitive to the needs and feelings of others and presenting a balanced view.

What we offer:

A career at Telent can span many sectors, roles, technologies and clients giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.

We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.

The additional benefits with this role:

  • 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
  • Occupational health support and wellbeing Portal
  • Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.

Learn more about Telent:

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Job Information

Job Reference: 53.00_1700055626
Salary: Competitive
Salary From: £
Salary To: £
Job Industries: Call Centre and Customer Service
Job Locations: London
Job Types: Permanent
Job Skills: Telent
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