Service Desk Technician

Business Unit:

Company Details:

Job Details:

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 companies 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 programe.
• Comply with Cubic’s values and adherence to all company policy and procedures.  In particular comply with 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

• 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.
   

Education and qualifications:

Essential

• Minimum of 4 GCSEs including Maths & English (grade A-C) or equivalent.

Desirable

• ITIL (v3) Foundation.

Basic Security checks are required for this role

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Worker Type:

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We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.