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IT Service Centre Analyst
at Motability Operations London in London (Published at 12-10-2023)
About The Role
You will 1st line phone support and 2nd line hardware support as part of the Motability Operations IT Service Centre. This is a predominately customer service focused role, which is a phone based role alongside hardware fault diagnostics for Desktops, laptops and mobile phones. You will be responsible for call logging and resolution, taking ownership and management of internal customer issues, setting expectations whilst meeting the needs of the Business.
Responsibilities:
- To respond in a professional, friendly, supportive, helpful and timely manner to all customers who contact the Service Centre via telephone or in person.
- To provide ‘tier one’ desktop support to internal customers and answer incoming calls.
- Take ownership of issues raised and manage customer expectations, providing regular contact and progress updates, as agreed.
- Act as a liaison with handover points with Technology departments and to drive through a resolution on behalf of the customer and deliver in accordance with agreed timelines.
- Actively and professionally represent the IT Service Centre throughout the organization.
- Use sound judgment and make decisions that will maximize customer satisfaction.
- Strive to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s.
- Take responsibility for continuous self-development and own learning, progressing to tier two support and account management, providing an outstanding and professional support to specific areas of the business.
- Contribute ideas and suggestions for the proactive improvement and effectiveness of the Service Centre delivery.
- Deal with issues with minimum supervision.
About You
You will have gained the following skills/experience:
Minimum Criteria:
- Experience working in a Customer Service or Service Centre environment.
- Strong customer service skills
- Strong problem solving skills
- Strong development and learning skills
Experience of the following systems/technologies:
- Supporting Microsoft Windows 10/11 in an enterprise environment
- Administrating Microsoft Active Directory
- Supporting Microsoft 365 Applications
- Supporting remote connectivity/VPN
- Supporting LAN/WAN technologies
- Supporting HP hardware (Laptops and Desktops)
- Supporting Printers/Multi-Function Devices
About The Company
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 630,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
We find solutions
We drive change
We care
As a Motability Operations team member, the benefits you can expect are:
- Competitive reward package including an annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- 28 days annual leave with option to purchase and sell days
- 1 day for volunteering
- Funded Private Medical Insurance cover
- Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
- Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
- Funded health screening for over 50s
- Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
- Employee Discount Scheme with an app to save on the go
- Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
- Generous family leave policies
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
