Service Support Administrator

Terrafix require a Service Support Administrator, they will be required to work with the Support department in providing a crucial interface between customers and engineers.

Job Title

Service Support Administrator

Job Types: Full-time, Permanent

Predominantly office based

Location: Festival Park, Stoke on Trent, ST1 5SH

Job Description

The candidate will ensure all aspects of the Service Management system are carried out to meet Service Level Agreements in place with our customers.

This role is the crucial interface between customers requiring support and the Engineers that provide it. Customers come in many forms from colleagues to 3rd Party Suppliers, End Users in a private company, or large government departments.

Job Responsibilities

·Manage a wide range of incoming requests and incidents from our customer base in the form of phone calls or emails

·Work within agreed SLA’s to provide key updates to customers and colleagues and ensure internal or customer requests or incidents are brought to a successful conclusion

·Liaise with different internal departments or 3rd Party Suppliers, to ensure requests or incidents are brought to a successful conclusion

·Take ownership of the data quality within the Service Management system to ensure detailed reports can be provided to a consistent standard

·Create Weekly, Monthly and Ad Hoc reports as required for Internal or Customer Use

·Assist in maintaining schedules for Duty Engineer systems

·Any other duties as requested to contribute to the smooth running of the Systems Support Department

Job Challenges

·Manage a diverse workload of reactive and proactive tasks with differing priorities.

·Understanding business operations and their dependency on critical IT systems

·Dealing with demanding customers and colleagues

Skills Required

• Excellent customer service skills
• Time management skills and the ability to prioritise your own workload efficiently
• Strong prioritisation and organisational skills
• Proficiency in the core Microsoft Office products
• Numeracy
• Ability to work as an individual and as a member of the team
• Clear and concise written and verbal communication skills
• Exceptional attention to detail and good problem solving skills

Personal Qualities Required:

• Team working, collaboration
• Good time management and personal organisation
• Reliability
• A positive attitude
• Willingness to learn
• Good work ethic
• Candidate must have a clean UK driving license

In return we offer an opportunity to work on some of the UKs most exciting mobile and communication projects, in a fast-paced environment where each day brings new challenges as well as a great competitive salary and benefits package including, pension, and 25 days holiday plus bank holidays.

About Us

Terrafix Limited are a private limited company that is based on Festival Park, Stoke-on-Trent. Terrafix design, develop and manufacture bespoke mission critical mobile data, vehicle tracking and communication systems and support and maintain customer systems 24/7 365 days of the year. We are the leading provider of mobile data and communication systems to the Ambulance Services, and we supply systems to security and commercial customers.