Duties will include but not be limited to:

• To provide a single point of contact for all staff in relation to IT issues and incidents
• To provide exceptional standards of support to all customers and support a variety of products, services and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all SLAs are adhered to
• Resolutions should be provided in an effective and timely manner
• To provide a channel for users to request and receive standard services, via email, phone and in person
• To maintain a high degree of customer service for all request queries and adhere to all service management principles
• To take ownership of as users incident/request and be proactive when dealing with user request
• Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure
• Chase 2nd or 3rd Line Analysts for updates on open incidents/requests and regularly update the user on progress
• Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution
• Participation in on call rota for weekend and bank holiday support (For Additional Payment)

Relationship management:

• Maintain an effective level of communication with all client staff that requires support on any request for service
• Ensure information for the request for service is correctly taken and communicated throughout the client company
• Ensure the relevant parties at UKN at UKN are kept informed of any requests that need escalating

Principal responsibilities:

Fault calls/Request for Service:

• Ensure that information is accurately recorded in the service management tool
• Ensure incidents are assigned to the correct resolver team
• Work with the problem management team or other vital teams as required

Systems Support:

• Microsoft Windows
• Microsoft Office
• PC desktop and laptop equipment
• PC patching and updates
• Anti-Virus systems
• Aid users with various service requests, e.g. file conversions, CD/DVD copying formatting of documents etc.
• Undertake desk side support visits as and when required to our onsite clients
• Provide support for client specific applications where required – training to be provided

Administration:

• Log all incoming calls on the service desk
• Record all faults and related occurrences on the ITSM system
• Produce and update documentation of IT systems
• Upkeep of IT procedures (under direction of Service Centre Manager)
• Maintain asset Register
• When required represent the service desk at team department meetings
• Plan and prioritise work to ensure that deadlines and targets are met
• Develop and maintain knowledge and skills and keep up to date with new processes, procedures and development

Installations:

• PC builds in accordance with company policy
• Configuration of laptops
• Physical connection of printers and network peripherals
• Office Moves/Desk Moves / relocations

Projects:

• Assist with IT projects as required
• Take part in testing of new releases or contribute to the virtual in project work
• Attend client sites as required

KHIPU Networks have a vacancy within their operations department for a motivated and enthusiastic Order Management Assistant. The successful applicant will be able to engage with our customers and suppliers whether on the phone or written. A key responsibility will be processing purchase orders so precision and an eye for detail will be essential.

Full training will be given for you to achieve continuous personal and professional development. This is a challenging and varied role and will only suit a self-motivated individual who is willing to be a team member and wishes to develop their administrative and customer relation skills.

The key responsibilities of an Order Management Assistant include, but are not limited to:

• Processing sales and purchase orders
• Processing customer invoicing
• Performing inventory control (both goods inwards and outwards)
• Liaising with customers and other departments
• Looking after Key Account Managers
• Ensuring Health and Safety procedures are maintained at all times
• Any general administrative tasks as is reasonably required from you

Small Software House providing Software Solutions for Debt Collection companies and a number of blue-chip companies.

• Answering calls from customers by telephone and by e-mail for its CaseflowFusion® Collections system
• After training this will include analysing issues and providing advice to customers over the telephone and in writing
• After training this may also include visiting client sites and software development