First-Touch Resolution Specialist

ICE Services; United Kingdom; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Flexible working

Comprehensive training and development

Corporate pension scheme

Enhanced holiday allowance

Job summary

ICE Services, a UK-based music technology company, seeks a Solutions Hub Officer to log, monitor, and resolve incoming service requests while reporting status against KPIs. You will work in a fast-paced team, handling queries and supporting both ServiceDesk and CSS with data-driven insights.

The role offers flexible working options and opportunities to improve customer experience, learn ICE processes, and contribute to continuous service improvements in a dynamic environment.

Qualifications

• Music copyright experience is an advantage.

Responsibilities

• Log, resolve, assign and monitor Service Desk requests.
• Maintain relationships with customers with prompt, professional responses.
• First touch resolution within the Service Desk Group.
• Support CSS in complex queries and investigations.
• Act as liaison between Business, IT, Product Management and supporting functions.
• Review business processes to optimise and improve.
• Maintain Service Desk processes, tools and knowledge base.
• Test new processes and features in ICE’s ITSM tool.
• Prioritise tasks to meet business deadlines.
• Document investigations and solutions to a high standard.
• Create guidance documentation for query handling practices.

Skills

Customer service

Analytical thinking

Attention to detail

Communication skills

Problem solving

Team player

Influencing

Fast learner

Tools

Office 365

SQL

ServiceNow

Oracle Developer

Snowflake

Job description

ICE Services, a UK-based music technology company, seeks a Solutions Hub Officer to log, monitor, and resolve incoming service requests while reporting status against KPIs. You will work in a fast-paced team, handling queries and supporting both ServiceDesk and CSS with data-driven insights.

The role offers flexible working options and opportunities to improve customer experience, learn ICE processes, and contribute to continuous service improvements in a dynamic environment.