Job Description:

Exponential-e

Want to be part of a leading British-owned tech company? Established in 2002, we are achieving year on year revenue growth and reinvesting 95% of our profits back into our people and technology.

Your new role:

• Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs
• Acknowledge and escalate incidents and requests received via the portal, email (or other means apart from phone) to resolver groups or suppliers within agreed SLAs
• Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers
• Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met
• Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language
• Monitor systems and suppliers to proactively identify any issues that may affect Exponential-e customers
• To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement

What you’ll need to succeed:

• Strong customer service focus with excellent verbal and written communication skills
• Proven problem solver with strong analytical and trend analysis skills
• Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership
• Positive and professional attitude
• Experience working in a pressurised customer focused Service Desk within an ITIL based environment

What we offer:

• Involved in varied projects that make a positive impact on critical services on a local and national level
• Vibrant company culture with a wide range of events and social activities throughout the year
• Range of employee initiatives on offer including the green team, DE&I society, employee forum, women’s network and culture club
• Dedicated Learning and Development team and access to a range of training, courses and certification support
• Comprehensive benefits, birthday leave, charity leave, vitality health cover and holiday purchase scheme to gain an extra 5 days leave