Service Centre Administrator

Role Profile:

*Delivery of the Service centre operation whilst on shift
*Ensuring that telephone calls, and emails are answered in a timely manner and that incidents, SLAs and KPIs are adhered to consistently.
*There failures have occurred aiding the Service Desk Senior/Service centre manager with Root Cause Analysis and taking necessary action to resolve.
*Responsible for accurate logging of incidents and updates on the fault management systems making primary diagnosis of failure by using knowledge of systems (manuals, drawings, processes agreed)
*Dispatching the appropriate engineer to resolve failures considering the SLA priority, and skill set of engineers in each case.
*Working with Field Engineers to assist with incident resolution providing relevant information and/or diagrams as requested
*Proactively working with the business/field services units to increase the Service centre's ability to influence and deliver first time fixes therefore increasing field engineering efficiency.
*Working a shift rota to meet 24/7 Service Centre Operations requirement.

telent is an equal opportunities employer and is committed to diversity and inclusion