Service Desk Advisor (Service Desk Engineer)

About the role

The Service Desk Advisor (Engineer) is responsible for ensuring successful delivery of agreed solutions to any assigned customers across the full range of services and products. They are responsible for supporting clients and administrators in their daily system administration and maintenance, and ensuring their services are functioning successfully according to their business needs.

The role builds ongoing relationships with our customers, through the high level of customer responsiveness and technical support ensuring the implementation has ongoing and monitored success. The role is accountable for meeting SLA’s and delivering exceptional customer satisfaction.

What you will be doing;

Service Desk Responsibilities and Accountabilities:

• Provide phone, email and chat support to a portfolio of Kineo customers.
• Document customer interactions and solutions in the support ticket system.
• Be the customer’s first point of contact for troubleshooting, guidance, and service requests relating to our products and services post-onboarding.
• Proactively investigate and resolve incidents, escalating where necessary, providing updates to stakeholders and complying with agreed service levels.
• Work closely with teams from across the organisation, helping to advocate on behalf of our customers to all of our teams.
• Follow standard Service Desk operating procedures, accurately log all Service Desk tickets using the defined tracking software.
• Contribute to and maintain a database of standard training deliverables accessible to customers, as well as internal staff.
• Where required, provide training for customers to learn how to get the most out of our system through webinars, live training events, and custom training tailored to needs.
• Proactively expand on internal product knowledge and be across new product releases and processes in a timely manner.
• Perform internal testing to acceptance criteria for customer issues and fixes.
• Collaborate with product team to identify, generalise and backlog features for road mapping and development.
• Ensure data security and compliance with company policies.

About you

This role will suit a person with a great passion for customer service and with proven experience in customer facing role.

We are looking for:

• Excellent client facing skills
• Strong verbal and written communication and the ability to communicate technical information to non-technical audiences
• Requirements capture and analysis
• Intelligent solution design, analytical and problem-solving skills
• Good time management, the ability to multi-task across multiple tasks and prioritise effectively
• Able to write clear, concise and effective documentation
• Learn new technologies and techniques quickly and easily- we are not looking for experience from a technical role but you will need to have an ability to understand and learn technical aspects quickly to be able to provide technical advice in your role
• Highly motivated, well organised, self-starter, articulate and persuasive when under pressure
• A broad understanding of Learning Management Systems and other formal and informal learning technologies
• A high-level understanding of learning and blended learning
• An understanding of the broad service offering across the Kineo business
• An understanding of websites and basic web technologies
• Excellent people skills, ability to mentor team members through challenging situations

Our Story And Mission

Our vision is for a world in which everyone has the skills and opportunities to succeed. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. As a charity, we’re proud that everything we do is focused on achieving this purpose.

Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again – gaining new skills at every stage of life, regardless of where they start.

At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future.

We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth.

Our rich experience means we’re uniquely positioned to understand the future of work and learning. And, we continually evolve to develop and deliver skills for the workplace of the future. Today, as well as qualifications and assessment, we offer digital credentialing, elearning technologies, executive leadership development, technical training and consultancy.

Our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible to accommodate everyone.

What we offer

We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.

You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, enhanced pension, private healthcare, volunteering opportunities and many other benefits.

You will also be offered a generous bonus scheme as a part of your reward package for this position.

Employees health and wellbeing is very important to the Group, and we have a range of tools available to help employees with their mental health and wellbeing and lots more besides.

We also provide access to a Group wide Employee Assistance Programme (EAP).

We welcome a discussion about how this role could work flexibly for you. For example work pattern, hours or location.

Next steps and how to apply

If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.

We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please can you submit your application as soon as possible to avoid disappointment.