DMaaS Analyst — Customer Success & Service Ops

Xma; Nottingham; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private Healthcare

Pension

Holiday allowance 25-30 days

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 day-to-day operations for hardware support contracts and to coordinate repairs and maintenance with the team. You will engage with customers via phone, email, and self-service portals, ensuring a high level of service and smooth escalation where needed.

The role requires strong administration and customer service skills, attention to detail, and clear communication.

Qualifications

• 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.
• 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 taking ownership of user problems.
• 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.

Skills

Administrator

Customer Service

Problem Solving

Communication

Office Administration

MS Office

Tools

Call tracking system

Job description

XMA in Nottingham is seeking a DMAAS Analyst to manage day-to-day operations for hardware support contracts and to coordinate repairs and maintenance with the team. You will engage with customers via phone, email, and self-service portals, ensuring a high level of service and smooth escalation where needed.

The role requires strong administration and customer service skills, attention to detail, and clear communication.