Exponential-e

Want to be part of a leading British-owned tech company? Established in 2002, we are achieving year on year revenue growth and reinvesting 95% of our profits back into our people and technology.

Your new role:

Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs
Acknowledge and escalate incidents and requests received via the portal, email (or other means apart from phone) to resolver groups or suppliers within agreed SLAs
Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers
Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met
Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language
Monitor systems and suppliers to proactively identify any issues that may affect Exponential-e customers
To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement

What you’ll need to succeed:

Strong customer service focus with excellent verbal and written communication skills
Proven problem solver with strong analytical and trend analysis skills
Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership
Positive and professional attitude
Experience working in a pressurised customer focused Service Desk within an ITIL based environment

What we offer:

Involved in varied projects that make a positive impact on critical services on a local and national level
Vibrant company culture with a wide range of events and social activities throughout the year
Range of employee initiatives on offer including the green team, DE&I society, employee forum, women’s network and culture club
Dedicated Learning and Development team and access to a range of training, courses and certification support
Comprehensive benefits, birthday leave, charity leave, vitality health cover and holiday purchase scheme to gain an extra 5 days leave

Exponential-e

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