Customer Services Advisor
Posted 5 days 4 hours ago by Converge UK
We are seeking a Customer Services Advisor to join our Managed Services team. You'll be the first point of contact for our customers, ensuring their issues are resolved efficiently and effectively.
Key Accountabilities- Provide flexible support across Customer Services and 1st Line Service Desk.
- Respond to incidents within given SLAs.
- Ensure high levels of customer satisfaction.
- Log all calls and emails in the support system.
- Book engineers for on-site repairs.
- Escalate issues to the Service Desk as needed.
- Deliver exceptional customer service for all support queries.
- Assist with hardware support issues and provide suitable solutions or escalations.
- Take ownership of user issues and proactively resolve them.
- Accurately log issues and requests in our Service Desk system.
- Communicate clearly with other Service Desk Agents.
- Resolve 1st line tickets where possible.
- Comply with internal management systems and safety procedures.
- Support Stone's corporate social responsibility strategy.
- Undertake any other ad hoc duties or projects as requested by the reporting Manager.
- Response and resolution of incidents and requests within SLA.
- Good standard of education with grade C or equivalent in Maths and English.
- A-Level in English and/or Maths.
- CompTIA A+.
- Microsoft Windows 7 & 10, Office 2013 onwards.
- Basic understanding of broadband connectivity and LAN networking.
- Knowledge of computer components.
- Microsoft Windows Server operating systems.
- Broad understanding of networking technologies and principles.
- Knowledge of Hyper-V, Failover Clustering, and Microsoft Storage Space Direct.
- Knowledge of key infrastructure platforms and tools (e.g., Microsoft Server, Active Directory, Exchange On-Premise, Microsoft 365).
- Understanding of WAN & LAN networking concepts.
This is a full time position - 37 hours per week - Hybrid.
We reserve the right to close this advert early if we are in receipt of sufficient applications for this position.
No terminology in the advert you have seen is intended to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs, sex or sexual orientation, and we will gladly accept applications from all sections of the community. We have an equality, diversity, and inclusion policy that support this approach.
To discuss any reasonable adjustment or request a paper based application form as an alternative, please contact People Operations on or alternatively email .