Service Desk Call Adviser
Benefact Group are looking for a Service Desk Call Adviser to join our team in Gloucester.
We usually respond within three days
Working hours: 35 hours per week, Monday to Friday
Duration: fixed term contract (up to 12 months)
Location: Gloucester
Job Ref: 202752
About the role
Benefact Group are looking for a Service Desk Call Adviser to join our Gloucester office.
You will be responsible for delivering exceptional customer service acting as part of IT, supporting our first contact resolution approach to customer service. In this role, you will build a level of knowledge, expertise and experience that you will draw upon to deliver exceptional service every time they deal with a customer.
Joining our rapidly expanding and innovative Group presents a fantastic opportunity to develop your career and become an integral part of an inclusive, purpose-led organisation.
Key responsibilities
Enhance value through quality of service and technical delivery
- Deliver exceptional customer service acting as part our IT Service desk team
- This role sits within the Service Desk function, which is the ‘face of IT’ being the first point of contact to the IT Department, providing excellent customer service, in person and remote, to the organisation.
- Plan, prioritise and manage individual and team workflow effectively to deliver exceptional customer service
- Adhere to company values and standards in order to reinforce the Ecclesiastical ethos to internal and external customers
Invest in Customer Relationships
- Proactively build successful internal and external relationships to deliver exceptional customer service and support our “right first time” FCR approach
Personal and Team Development
- Demonstrate active commitment to owning personal development making best use of opportunities for on-the-job and formal training
- Act on audit results and agreed action plans to improve own performance and fulfil personal potential
- Engage with company communications to ensure personal understanding of key company/customer issues and Ecclesiastical strategic aims
Share and Collaborate
- To build own and team knowledge and expertise to enable the delivery of increasing levels of customer service
- Identify opportunities to improve current methods, practices and processes
Knowledge, skills and experience
- Previous service desk experience, including use of an ITSM toolset (eg Ivanti, ServiceNow)
- Good working support knowledge of Microsoft Office 2016 /2019, Office 365 (including Teams), Windows 10, Active Directory, Outlook/Exchange 2016/2019/365, AS400 user provisioning, iPhone provisioning/support and the New Starter & Leaver processes/procedures
- Excellent customer service skills, ability to be able to handle difficult situations and negotiate a satisfactory outcome
- Friendly, approachable, team player, willingness to learn, enthusiastic, able to deal with a fast paced changing environment, motivated, work off own initiative
- Strong, confident communicator
- The ability to build co-operative and productive customer relationships
- A clear appreciation of the need for exceptional standards of customer experience and evidence of a strong commitment to delivering improved standards
Desirable
- Qualified as SDI and ITIL
What we offer
- A competitive salary - let's discuss it
- Group Personal Pension - up to 12% employer contribution
- Generous annual bonus scheme up to 24%
-
25 days annual leave plus bank holidays, and a holiday buy and sell scheme
- An array of health and wellbeing benefits, including private healthcare, income protection and life assurance
- Up to £300 annual personal grant to a charity of your choice
- Encouraged to take at least one volunteering day per year
- Employee Assistance Programme
- Full study support to gain professional qualifications
About us
Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and are currently the UK’s 3rd largest corporate donor, having given away £200 million since 2016. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.
We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.
At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.
If you need any additional support during the recruitment process, then please let us know.
- Company
- Benefact Group
- Role
- IT
- Locations
- Gloucester
- Remote status
- Hybrid Remote
- Employment type
- Fixed Term Contract - Full Time
Service Desk Call Adviser
Benefact Group are looking for a Service Desk Call Adviser to join our team in Gloucester.
Loading application form
Already working at Benefact Group?
Let’s recruit together and find your next colleague.