IT Support - Customer Service Advisor Newport, Newport, Wales
Job description
Do you have excellent customer service skills and have a real passion for helping people?
We are looking for someone to join our IT support team, This team has a hybrid working arrangement whereby you'll work from the office 2 days a week at our Newport site.
This opportunity would be an ideal stepping stone to see how our business operates and to really give something back! We're looking for someone who has outstanding customer service skills and although this position sits in the IT team, you don't need to have a technical background as full training will be provided.
You will work alongside our government client and respond to general IT queries, ensuring that user access is maintained. This involves working through an inbox and responding to queries via telephone or email and on occasion, you may also be required to refer complex queries to your supervisor.
What you will be doing:
- Initial point of contact for customers when they ring the IT Service Desk.
- Answer incoming calls within the time specified by the agreed service levels.
- Ascertain the relevant information and incident details to ensure accurate communication and log the details on the incident management system.
- Monitor the status of open calls and to progress these calls to ensure that the contracted service levels are met.
- Triage inbound queries and where necessary escalate incidents to second line support.
What you’ll bring:
- Appropriate language skills (as necessary)
- Customer facing telephone and call handling skills
It would be great if you had:
- Knowledge of IT systems and experience in system support would be an advantage
If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Employment Type Full Time and permanent
Location Newport
Security Clearance Level SC
Internal Recruiter Joanne
Salary £22,145 per annum (this is inclusive of the 3% flex benefit fund)
Benefits 25 days annual leave with the option to buy additional days, life assurance, pension
Although this role is advertised as full-time, we support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Loved reading about this job and want to know more about us?
SSCL is a leader in critical business support services for the largest Government departments, Defence, Police and CITB across the UK. We provide digital solutions and Innovation and Advisory services to improve end to end employee services including HR & Payroll, Finance, Procurement, Pensions Administration and Resourcing Services - enhancing the customer experience, enabling smarter public services.
We employ more than 3,000 people who, with their in-depth client knowledge and our collaborative approach, sit at the heart of our business strategy. SSCL operates at size and scale across the UK Public Sector and has already delivered savings of just under £300m - providing more funds for front line public services.
