Exponential-e Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects
Exponential-e Want to be part of a leading British-owned tech company? Established in 2002, we are achieving year on year revenue growth and reinvesting 95% of our profits back into our people and technology. Hours: 24/7 Shift Pattern - 2 Days (7 am-7 pm), 2 Nights (7 pm-7 am) and 4 Days off Your new role: Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs Acknowledge and escalate incidents and requests received via the portal, email (or other means apart from phone) to resolver groups or suppliers within agreed SLAs Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language Monitor systems and suppliers to proactively identify any issues that may affect Exponential-e customers To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement What you’ll need to succeed: Strong customer service focus with excellent verbal and written communication skills Proven problem solver with strong analytical and trend analysis skills Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership Positive and professional attitude Experience working in a pressurised customer focused Service Desk within an ITIL based environment What we offer: Involved in varied projects that make a positive impact on critical services on a local and national level Vibrant company culture with a wide range of events and social activities throughout the year Range of employee initiatives on offer including the green team, DE&I society, employee forum, women’s network and culture club Dedicated Learning and Development team and access to a range of training, courses and certification support Comprehensive benefits, birthday leave, charity leave, vitality health cover and holiday purchase scheme to gain an extra 5 days leave...
