Do you have previous experience of service desk processes and using a CRM system? Our client-operating at the heart of the wholesale electricity market are looking for a Service Desk Administrator to play a key role in maintaining and developing customer service processes to ensure all stakeholders receive an outstanding customer service. The role will involve the receipt of emails and calls to the service desk, logging and assigning cases in the Customer Relationship Management (CRM) system and monitoring service desk performance against Service Level Agreements (SLAs) As a Service Desk Administrator you will need to be flexible and able to manage a busy/varied workload while maintaining a high quality of work delivered. You will be required to work independently and take responsibility for assigned tasks. If this sounds like you, apply today!
Respond to and resolve queries and service requests (phone, email, face to face) raised by customers in line with expectations.
Assign queries and service requests to the appropriate members of the EMR team.
Monitor open cases and challenge members of the team where they have become overdue.
Maintain CRM system.
Supporting the Support Team Leader in planning industry communications around key milestones in the calendar
Maintaining and updating a communications calendar and writing circulars and target specific communication
Support the Operations Team Leader with monthly reporting requirements.
Assist in the development and management of the communications calendar ensuring all key dates are captured.
Write circulars and targeted communications in line with the communications calendar, ensuring these are provided to the Operations team in a timely manner.
Manage registration for the Portal.
Provide KPI data to support monthly reporting requirements.
Contribute directly to the provision of advice and guidance on operational issues for internal and external customers.
Contribute to maintaining processes and procedures related to the service desk. Look to identify and implement areas for business excellence improvements.
Support external and internal auditors during the preparation of monthly and annual audit reports.
Confident and professional communicator.
Previous experience of service desk processes and using a CRM system.
Have excellent English verbal and nonverbal skills with an eye for detail.
Have a working understanding of Microsoft Office, especially Outlook and Word.
Be able to work independently and take responsibility for tasks delivered.
Be flexible and able to manage a busy/varied workload while maintaining quality of work delivered.
A high level of personal integrity and professionalism.
Be able to take the initiative and ownership of tasks so that they are brought to their logical conclusion.
Interpersonally astute and with a "can do" attitude.