About this role
About the Role Based in Hemel Hempstead, this on-site role sits within the UK Managed Services Operations Centre (NOC). You will be the first point of contact for UKMS customers, responsible for accurately recording incidents and service requests, performing first-line handling, and escalating where needed to restore service within SLA. What You'll Do
- Monitor Network Management Tools to ensure accurate and timely investigation, diagnostics and resolution of all incidents
- Engage with other relevant parties and suppliers to ensure progression and resolution of incidents and requests
- Direct contact and exceptional standards of inbound and outbound customer service delivery to UKMS’s customers, reacting to incidents across all products and services within Service Level targets
- Accurately diagnose and resolve incidents within SLA, ensuring timely progression and escalation of those in jeopardy
- Take ownership for updating, maintaining and producing relevant processes and local working instructions
- Deliver high-quality customer service and communications to customers and internal departments
- Jeopardy management from opening to resolution within SLA targets for incident and request cases
- Maintain high standards of case notes and accurate information in incident records
- Produce reports to aid diagnostics and resolution using relevant network tools
- Be ERV-trained and hold relevant certifications for ERV deployment in emergencies to support customers as per contractual agreements What We're Looking For
- Analytical skills and a disciplined approach to resolving complex issues
- Ability to improve processes and procedures
- Strong communication skills (verbal, written, listening, questioning)
- Good personal organizational skills
- Ability to influence and negotiate with internal and external parties
- Customer focus and ability to handle change
- Ability to embrace new technologies and work in a demanding environment
- Self-motivated and enthusiastic with problem-solving and fact-finding abilities
- Experience of Public Safety Communication technology and services is desirable
- Previous shift work experience is desirable
- Willing to undergo detailed security vetting checks based on country and customer requirements Nice to Have
- Emergency Response Vehicle (ERV) training and certifications for deployments in emergencies Compensation & Benefits
- Salary not disclosed
- Additional benefits and perks not specified