REQUIRED: OPERATIONS SUPPORT ASSISTANT
IR35 STATUS: INSIDE
WORKING ARRANGEMENTS: 3 DAYS ONSITE WARWICK, 2 DAYS REMOTE
DURATION: 12 MONTH INITIAL CONTRACT
JOB PURPOSE
The purpose of the Operations Support Assistant is to:
* Support the client by answering the corporate phone lines
* Triage service requests raised by Internal and External clients
RESPONSIBILITIES
* To ensure that the corporate telephone lines are answered in a professional manner and dealing with the callers request in the most appropriate manner.
* To provide an administration service to the accounts helpdesk system by maintaining and administering user accounts, completing password resets and ensuring that client details are kept up to date and accurate.
* To conduct monthly analysis of call stats and Service Requests raised for inclusion into Management reports
* To triage service requests passed to the operations support resolver queues ensuring that the request is dealt with in the most appropriate manner while making sure that all SLA's are adhered to.
* To assist in the creation of business reports for the Service Desk
* To assist with running test scripts for the ICD system upgrades
* To assist the Operations Support Manager with any adhoc requests
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
4.1 Knowledge / Experience
The post holder must have knowledge / experience of:
* Working within customer service and administrative roles;
* Good working knowledge of Microsoft applications (i.e. Outlook, Word, Excel);
* Working on own initiative and not be dependent on continuous hands on leadership;
* A basic knowledge of SQL
* Working well within a close team
4.2 Mandatory Skills
The post-holder must have the following skills
* Excellent customer service skills and experience;
* Must have keyboard skills being able to type with speed and accuracy regarding the content that could be presentable to all levels of staff and customers;
* Must be a good communicator who is able to understand and initiate the customer's requests;
* Must be methodical and have good attention to detail;
5. COMMUNICATIONS AND WORKING RELATIONSHIPS
5.1 Internal
* Liaise with the assigned support teams on behalf of the customers concerning their SR's
* Liaise with Project Managers on any ongoing projects
* Liaise with Client Relationship Managers on any account exceptions
5.2 External
* To communicate in a professional and confident manner with customers to resolve any issues and queries
* Liaise with third party suppliers with any discrepancies or queries regarding their reports.
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.
