Job Description
Role Dimensions:
The objective of this position is to provide both proactive and reactive first-line technical support across all sectors of Travelex. This role involves collaborating closely with IT colleagues, partners, suppliers, and various business units to establish a centralized point of contact for logging, resolving, and advancing IT-related requirements, inquiries and issues.
Key accountabilities
Call Management
- Deliver best practices of call management:
- To ensure that all calls are logged accurately within IT Service Desk.
- Capture detail & correct information pertaining to all inbound calls.
- Maintain professionalism on call.
- Good knowledge of soft skills, empathy etc.
Incident Management
- To ensure all calls are updated and resolved within SLA targets.
- To endeavor to provide an ‘Above Customer Expectation’ service.
- Undertake first line resolution activities.
- Participate in on-going review and maintenance of the IT Service Desk processes.
- To take part in knowledge sharing activities; to include both business and technical knowledge sharing.
- Take ownership of all open tickets within the team.
Shift Rota
- To take part in a shift Rota to ensure that adequate cover is provided 24/7 per week including weekends and bank holidays. There is an additional leave approved as part of the bank holiday cover.
Communication
- Writes and speaks fluently on all aspects of work and communicates effectively.
- Actively communicate and seek feedback from colleagues and customers.
- Be proactive in working along with colleagues to improve Service Desk customer experience.
Email
- Ability to write professional emails explaining all factors in one go.
- Take ownership and follow up till resolution.
- Avoid multiple trail emails and try and call and resolve or fulfill the requirement via call.
General
- Undertakes any necessary training associated with the duties of the post and participates in training and development procedures.
- Complies with Travelex policies and standards, including all Company Health and Safety policies and legislation in the performance of their duties and responsibilities.
- Maintains confidentiality and observes data protection guidelines.
- Carries out any other reasonable duties in line with their capability.
Azure knowledge:
- Should have L1 Azure knowledge and experience to deliver the related support.
Experience and personal qualities
Essential
- 1-2 years’ experience in IT or similar customer support/service delivery role.
- Excellent customer service skills with a high level of focus on quality.
- Ability to communicate in a clear and professional manner.
- Problem solving and analytical skills and ability to work under pressure and deliver the best service.
- Excellent inter-personal skills (verbal and written).
- Clear understanding and interest in current and emerging IT technologies.
- Beneficial to have an awareness of the IT industry in general (network, server etc.)
- An understanding and interest of the use of technology within business functions.
Desirable
- Understand process improvement requirements.
- Data analytical skills.
