Job Description

Description The main purpose of the role is to work as part of a team to provide seamless, professional and timely customer service skills. This involves engaging with a diverse user base by phone and email, to ensure that any incidents, problems and changes are managed through to resolution in a professional manner. Assisting with the achievement of SLA\xe2\x80\x99s via coordinating resolver groups updates and activities. Must have the ability to remain calm and professional under pressure. Min 3 years\xe2\x80\x99 experience on an IT helpdesk or service desk as an analyst or administrator. A confident and professional telephone manner and sound computer skills. The ability to work as part of a team under pressure and be able to manage your own work load and be self-motivated. Ideally, you will have worked previously in a Managed Services environment.

• First rate communication skills both spoken and written.
• Ability to work in a reactive environment proving feedback to users and customer\xe2\x80\x99s in a timely manner.
• Minimum 3 years\xe2\x80\x99 experience in working in an IT service Desk/ Customer Service role
• Ability to prioritize multiple tasks in a fast-moving Managed Services environment,
• Good understanding of a Service Desk logging system and Microsoft Office applications
• Good awareness of ITIL disciplines
• Ability to remain calm under pressure
• Excellent analytical skills and a keen eye for detail.
• Ability to write process documentation that is clear and concise.
• Ability to identify process gaps and action them as a part of service improvement.
• Good relationship building skills
• Ability to work with multiple clients, 3 rd parties and resolver groups
• communicate complex issues in a simple manner to different audiences

Responsibilities

• To respond to client contacts, via, email, phone or web portal.
• To log and manage incidents, problems and changes through to resolution via coordination with the resolver groups.

• Assist with Service Improvement initiatives and take a proactive approach in increasing team productivity.
• Enhance own skills and knowledge through self-development
• To create, update and issue reports to customers and the Inoapps Management Team
• To undertake Major Incident Management
• To be involved with scheduled/ad hoc Incident reviews with the Inoapps customer base.
• Coordinate transition activities of new clients into Managed Services.
• Working with analysts and team leaders on active workloads.

Qualifications

Existing experience in customer service is essential. ITIL certification desirable





We focus exclusively on delivering innovative Oracle On-Premises and Oracle Cloud applications and technology solutions for our clients, which deliver operational excellence and maximise the benefits of their Oracle investment. Choose Inoapps and we\'ll support you throughout your Oracle journey, working in partnership to deliver superior solutions with lasting value.