DMAAS Analyst — Device & Hardware Service Desk

The Channel Recruiter Ltd.; Nottingham; 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 day-to-day operations of the hardware support team, delivering repairs and maintenance services and handling inquiries via phone, email and self-service portals. You will ensure high customer service, manage workload to meet SLA'S, and collaborate with the Hardware Support Manager to improve processes and strengthen customer relationships.

Candidates should have administration or customer service experience, strong written and spoken

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.
• 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.

Responsibilities

• 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.

Skills

Administrative skills

Customer service

Communication skills

Data entry

Problem solving

Education

High school diploma or equivalent

Tools

Call tracking software

Ticketing systems

MS Office

Job description

XMA in Nottingham is seeking a DMAAS Analyst to manage day-to-day operations of the hardware support team, delivering repairs and maintenance services and handling inquiries via phone, email and self-service portals. You will ensure high customer service, manage workload to meet SLA'S, and collaborate with the Hardware Support Manager to improve processes and strengthen customer relationships.

Candidates should have administration or customer service experience, strong written and spoken