Service Desk Technician

As part of the One Support team, reporting to a Service Desk Team Leader you will be working as part of a dynamic, fast paced and rapidly expanding team based in our Stockton On Tees office, you will be responsible for handling calls and monitoring alerts from all over the world to ensure continual, excellent customer service is on-going whilst resolving incidents or dispatching engineers to fix issues in Europe, North America and Asia Pacific.

Job Duties and Responsibilities:

• Cover a 24X7X365 rotating shift pattern.
• Handle incoming telephone calls and email with a high degree of customer satisfaction.
• Respond to monitoring alerts from around the world in a timely manner.
• Work diligently as part of a multi skilled team.
• Attend training sessions as and when scheduled.
• Organise communications and conference calls in the event of Major Incidents.
• Actively contribute to your own development as part of a structured career development programme.
• Comply with Cubics values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Skills knowledge and experience:

Essential

• Passionate about customer services, understanding the importance of maintaining good customer relations.
• Able to communicate effectively over the telephone and using electronic mediums.
• Broad experience of communicating with customers in varying support situations.
• Able to make a significant contribution in a team environment.
• Able to adapt rapidly to a changing environment.
• Experienced in working to targets around response and timeliness.

Desirable

• An appreciation of the development of the Transport Industry.
• Familiarity with operating systems, languages and service centre environment.
• Experience of working in an environment of dispatching resources to the field.

Education and qualifications:

Essential

• Minimum of 4 GCSEs including Math & English (grade A-C) or equivalent.

Desirable

• ITIL (v3) Foundation.

Personal Qualities:

• Ability to work both autonomously when required and productively within a cross-functional team environment.
• Responsible, organised, logical thought process.
• Positive attitude.
• Team player.
• Diligent, with attention to detail. Able to problem solve and find effective and timely resolutions.
• Proactive.
• Organised with the ability to handle multiple projects and undertake new tasks quickly.
• Excellent communication skills both verbal and written.
• Demonstrates excellent interpersonal skills with a willingness to share knowledge, coach and collaborate effectively with individuals and other departments.
• An enthusiasm for new technologies and their application for both business and consumers.
• A natural curiosity and a passion for learning new skills. A continuous improvement mindset.
• The tenacity to keep going when things get difficult, an optimistic and upbeat personal manner.
• Analytical problem solver who is able to quickly & accurately identify key issues.
• Approachable, adaptable and flexible and able to work on their own or as part of a team.

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