Business Service Operations Engineer
Isle of Man
Permanent
Our client seeks a Business Service Operations Engineer to join their team.
Role Profile: As a Business Service Operations Engineer, you will be an integral part of the frontline support team for our business customers, with your primary focus on service delivery and coordination. This office-based role provides a seamless and professional service that ensures customer requests and issues are resolved efficiently and to the highest standard.
In this Service support role, you will handle a diverse range of service delivery responsibilities, including managing customer service requests, overseeing the provisioning, maintenance, and cancellation of enterprise business services, coordinating the delivery of business customer order requests, and taking receipt of deliveries. You will be the central point of contact for business customers, managing their service lifecycle from initial request through to completion.
The role demands a strong sense of ownership and accountability for the service delivery process. Where customer issues arise that require technical resolution, your knowledge of products and services will enable you to support and assist technical teams in resolving problems efficiently.
It is desirable that when escalation to specialist engineering teams is necessary, you are expected to review the resolution process and include your knowledge to the documented solutions to build product knowledge for future reference.
Key Responsibilities:
- Handle inbound and outbound calls with enterprise customers in a proactive, professional and courteous manner.
- Provide regular updates to customers on the progress of their provisioning tickets, ensuring high levels of satisfaction.
- Be the customer advocate within the business driving for swift installation of services to meet the customers' expectations
- Triage, troubleshoot, and prioritize provisioning issues based on customer impact and urgency.
- Drive resolution of enterprise provisioning issues and assistance requests.
- Maintain and update, and manage issues with internal teams, external partners, and customers using the ServiceNow platform.
- Oversee the provisioning, maintenance, and cancellation of all enterprise customer service requests.
- Manage customer and internal notifications regarding service status and updates.
- Manage the day-to-day workflow of incoming orders, validate and assign to the respective team member for action, or assign to a different team if relevant.
- Monitor the back log of orders at any time and provide action plans to address any issues.
- Contribute to ongoing service improvement by identifying areas for enhancement and participating in related projects.
- Collaborate with other teams to resolve complex issues.
- In addition to the technical and customer-focused responsibilities, you will:
- Understand and comply with the licence and other regulatory rules applying to the position.
- Adhere to the Data Protection Law, maintaining the confidentiality and security of customer and company information.
- Follow health and safety policies relevant to the role as defined in the Safety Policy.
- Undertake appropriate security awareness training, including: Information security, data protection, financial crime, and payment card data.
- The incident reporting process for information security incidents.
- Due to the nature of this position, we will complete pre-employment screening checks on all applicants who are offered and accept an offer of employment.
Key Skills and Experience:
Essential
- Excellent customer service skills
- General IT/technology understanding
- Highly motivated and willing to develop/learn
- Good problem-solving skills
- Excellent Communication skills, both verbal and written
- Ability to work alone and as part of a team
Desirable
- Experience in Customer Service roles is desirable.
- Operational experience on IT networks, infrastructure, datacentres, and associated services is also desirable but full training will be provided.
- Any other IT qualifications a distinct advantage, especially Cisco/Microsoft/CompTIA
- ITILv3 or above, Six Sima Green Belt or Prince 2 would be an advantage
- A full Driving license
Your specialist: Angie Westmorland
Quote job ref: 16521
Hi I'm Angie, I am working on this amazing opportunity with one of the Island's leading employers, click apply now and I will be in touch.
