Service Desk Technician

Cubic; Tees Valley; On-site; GBP 20,000 - 30,000; Full time

Job summary

A dynamic technology company in Tees Valley is seeking a dedicated Support Specialist to join their One Support team. You will handle customer inquiries, monitor alerts, and ensure high standards of service across multiple regions. The ideal candidate should have a minimum of 4 GCSEs, a passion for customer service, and effective communication skills. This position requires working in a fast-paced environment with a rotating shift pattern.

Qualifications

• Passionate about customer services and maintaining good customer relations.
• Broad experience in communicating with customers in varying support situations.
• Familiarity with service center environments and operating systems.

Responsibilities

• Handle incoming calls and emails with high customer satisfaction.
• Respond to monitoring alerts using the company's ticketing system.
• Organize communications in the event of major incidents.

Skills

Customer service passion

Effective communication

Ability to work in a team

Adaptability to change

Experience in meeting targets

Education

Minimum of 4 GCSEs including Maths & English (grade A-C)

Job description

Overview

As part of the One Support team, reporting to a Service Desk Team Leader you will be working as part of a dynamic, fast paced and rapidly expanding team based in our Stockton On Tees office. You will be responsible for handling calls, emails and monitoring alerts from all over the world to ensure continual, excellent customer service is on-going whilst resolving incidents or dispatching engineers to fix issues in Europe, North America and Asia Pacific.

Job Duties and Responsibilities

• Cover a rotating shift pattern.
• Handle incoming telephone calls and emails with a high degree of customer satisfaction.
• Respond to monitoring alerts from around the world in a timely manner using the company\'s ticketing system.
• Work diligently as part of a multi skilled team.
• Attend training sessions as and when scheduled.
• Organise communications and conference calls in the event of Major Incidents.
• Actively contribute to your own development as part of a structured career development programme.
• Comply with Cubic’s values and adherence to all company policy and procedures, including the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Skills, knowledge and experience

Essential

• Minimum of 4 GCSEs including Maths & English (grade A-C) or equivalent.
• Familiarity with operating systems, languages and a service centre environment - essential.
• Passionate about customer services, understanding the importance of maintaining good customer relations.
• Able to communicate effectively over the telephone and using electronic mediums.
• Broad experience of communicating with customers in varying support situations.
• Able to make a significant contribution in a team environment.
• Able to adapt rapidly to a changing environment.
• Experienced in working to targets around response and timeliness.

Desirable

• An appreciation of the development of the Transport Industry.
• Familiarity with operating systems, languages and service centre environment.
• Experience of working in an environment of dispatching resources to the field.
• ITIL (v3) Foundation.

Worker Type: Employee