Device Management as a Service Analyst

The Channel Recruiter; East Midlands; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5 y

Group life insurance

Income protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA in Nottingham is seeking a DMAAS Analyst to manage the day-to-day operation of the hardware support team, delivering repairs and maintenance, and handling customer contacts via phone, email and self-service portals. You will work with the Hardware Support Manager to develop and improve processes and manage customer relationships, ensuring service is responsive and results-driven.

Exceptional communication and attention to detail are essential as you support customers and contribute to

Qualifications

• Experience using call tracking/ticketing systems and following call-handling procedures.
• Accurate and efficient data entry with the ability to summarize and update incidents.
• Strong communication skills, keeping customers and stakeholders informed.
• Ability to assess issues and negotiate appropriate resolutions.
• Professional telephone manner with clear and positive tone.
• Excellent written English with strong grammar and attention to detail.
• Team player with the ability to build effective working relationships.

Responsibilities

• Maintaining a high degree of customer service for all support queries and owning user problems.
• Support users in hardware returns, repairs processes and management of supply of new/old equipment.
• Answering and responding to calls according to process and policy and resolving issues.
• Act as a service representative for appointed services and ensure the customer journey exceeds expectations.

Skills

Call tracking systems

Accurate data entry

Strong communication

Issue resolution

Professional telephone manner

Excellent written English

Team player

Job description

JOB TITLE: Device Management as a Service (DMaaS)

SALARY: £25,000 p/a

LOCATION: Nottingham

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group life insurance, income protection, Gym Discounts, Employee of the Quarter, Employee Referral program

We have an exciting opportunity for an DMAAS Analyst at our office in Nottingham. In this role you will manage relationships across bespoke customer contracts that require the Hardware Support Team to deliver a repairs and maintenance support service as well as supporting customer contacts via phone, email and through self-service portals.

At XMA, our people are at the heart of everything we do. Together, we help organisations achieve more through technology while creating a workplace where people can grow, belong and do their best work. If you're looking for a role where your contribution matters, we'd love to hear from you.

Exceptional service is at the heart of our customer experience. Join a team dedicated to solving problems, delivering outcomes and building trusted customer relationships. Whether you're providing technical expertise, service management or operational support, you'll play an important role in helping our customers succeed.

Together, we turn ambition into achievement.

Job Specification: DMAAS Analyst

The DMAAS Analyst will manage the day-to-day operation of the team and the allocation and management of workload delivering against our agreed SLA S. You will also work with the Hardware Support Manager to develop and improve process and manage customer relationships.

The responsibilities include, but are not limited to:

• Maintaining a high degree of customer service for all support queries as well as taking ownership of user problems.
• You will support users/customers in all hardware support returns and repairs process and the management of supply new equipment or collecting old equipment.
• Answering and responding to calls according to process and policy and resolving issues directly.
• Act as a service representative for appointed services and take responsibility for ensuring the customer journey exceeds expectation.

Requirements: DMAAS Analyst

This role will suit someone who is an Administrator or Customer Service professional with excellent communication skills and a strong attention to detail.

• Experience using call tracking/ticketing systems and following call-handling procedures
• Accurate and efficient data entry, with the ability to clearly summarise and update incidents
• Strong communication skills, keeping customers and stakeholders informed throughout
• Ability to assess issues and negotiate appropriate resolutions
• Professional, confident telephone manner with clear and positive tone
• Excellent written English, with strong grammar and attention to detail
• Team player with the ability to build effective working relationships

Inclusion at XMA

At XMA, we believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at (url removed), and we will be happy to support you.