Customer Service Advisor IT

We are now seeking a Customer Service Advisor to provide support for any IT queries for our customers, ensuring a timely, quality and effective resolution.

The duties of this role include, but are not limited to the following:

• Being the first point of contact for requests for support, service or information for local IT systems and UKSBS applications. Requests may come from various routes; via telephone, email and or the IT Service portals; making an initial diagnosis of any incidents raised and resolving the call where possible or passing onto other teams
• Offering excellent levels of customer service via all channels and building and maintaining good relationships with customers and colleagues
• Receive, deliver, update, and resolve all requests assigned utilising the ServiceNow toolset
• Investigate and where possible resolve technical issues associated with the various technologies deployed to the business units; included but not limited to; PC's, Telephony, core office applications, access issues, printing facilities, business applications and meeting/conferencing facilities
• Manage logon accounts in Microsoft Azure Active Directory/Microsoft Exchange, Intune, OKTA, and other agreed services
• Contribute to continuous improvements in processes, procedures, and controls in order to deliver efficiencies and service enhancement
• Take responsibility for ensuring Key Performance Indicators and Service Level Agreements are achieved.
• Ensuring that customer and client data is always handled securely and accurately. Taking ownership of the end-to-end process

Do you have experience in ServiceNow?, Do you have a GCSE?, * Excellent communication and stakeholder management skills

• Proven experience of working within a mixed technology support environment and/or ability to learn new technologies at pace
• Knowledge of working within a Public IT team, with an understanding of business operations.
• Experience of working in a high-volume technical environment within an IT Service Desk Support role
• Technical experience of working with current levels of the Microsoft Office Suite
• Relevant IT certification (e.g., ITIL, KCS)
• Educated to GCSE level English and Maths (or equivalent qualifications) or the ability to work at this level.
• Demonstrable skills in fact-finding, analysis, and problem diagnosis skills to identify issue and appropriate steps to resolution
• Ability to prioritise, plan, and manage workload effectively
• Adoption and utilisation of remote support tooling and disciplines
• Experience of working with call logging systems such as ServiceNow/Remedy etc.
• Knowledge in supporting business ERP applications; Finance, Procurement and/or HR
• Active Directory/Exchange support experience, Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.

We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website.

It's an exciting time to be part of UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.