DMaaS Operations & Customer Support Analyst

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 1/

Group life insurance

income protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA is hiring a DMAAS Analyst in Nottingham to manage day-to-day team operations and SLA delivery. You will coordinate workload, support the Hardware Support Manager, and drive process improvements while maintaining close relationships with customers.

The role emphasizes service excellence, problem solving, and effective communication across calls, emails, and self-service portals to ensure a positive customer journey.

Qualifications

• Experience using call tracking/ticketing systems and following call-handling procedures.
• Accurate and efficient data entry with ability to 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 and ownership of user problems.
• Support users/customers in hardware returns and repairs, and manage supply of new/collect 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 ensure the customer journey exceeds expectations.

Skills

Communication

Data entry

Customer service

Problem solving

Team player

Telephone manner

Job description

XMA is hiring a DMAAS Analyst in Nottingham to manage day-to-day team operations and SLA delivery. You will coordinate workload, support the Hardware Support Manager, and drive process improvements while maintaining close relationships with customers.

The role emphasizes service excellence, problem solving, and effective communication across calls, emails, and self-service portals to ensure a positive customer journey.