Customer Service Advisor

We have a great opportunity for a friendly, proactive, and customer-focused individual to join our Infrastructure Service Desk as a Customer Service Advisor.  In this role, you'll be the first point of contact for our students, staff, and visitors, providing exceptional service and support for IT and Estates related enquiries across multiple channels including phone and in-person support.

In this role, you will deliver a high-quality, customer focused resilient and responsive 1st line service desk function to staff, students, and authorised visitors.

Key Responsibilities:

• Respond to customer support request in a timely and professional manner
• Resolve issues efficiently while maintaining a positive customer experience
• Update customer records and manage service requests using the ITSM system - ServiceNow.
• Collaborate with and if necessary, escalate to internal teams to ensure customer satisfaction
• Identify opportunities to improve service processes and customer experience

What We’re Looking For:

• Previous experience in a customer service or contact centre role (preferred)
• Experience working within an IT Service Desk role is desirable
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Ability to work independently and as part of a team
• Comfortable using computers and digital tools

If you want to be part of a team that delivers excellence and makes a difference to our customers, then this role could be for you.

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