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Division: Services
Location: Bristol
Reference Number: 2944 - 2945
Information about the job:
• To support internal ADP Users by logging and responding to their incidents, following all relevant procedures for such requests, ensuring that they work to the appropriate Service Level Agreements and Company standards.
• To Provide appropriate technical support to internal ADP users, carrying out relevant diagnostics and fault finding, and where possible resolving the users request on first contact, ensuring that all diagnostics, fault finding and outcomes, or recommendations are recorded accurately and in a timely manner, within the Call Management System (REV8) and according to the Support Centre's Procedures and Standards for Call/Incident Management.
• Where users requests cannot be resolved by the Support Centre Team, to escalate the request ensuring that the appropriate escalation processes are adhered to.
• To assist Supervisors and Team Leaders in the proactive management of Inbound Telephone queues and your teams Call Stack, notifying the appropriate level of management where you believe the Support Centre is likely to breach the SLA or OLA.
• To assist in the creation and maintained of all Support Centre documentation including, but not exclusive to, Knowledge Base articles and Standard Operating Procedures.
Information about the person:
• Must be educated to GCSE Grade C or above (or equivalent) in Maths and English
• Preferably, candidates will have previous experience of working in an IT environment, with a good all-round technical knowledge, ideally to include Windows packages, operating systems (inc. UNIX) and PC's
• Effective written and verbal communication skills are essential
• Must have good negotiation skills and be able to work in a high-pressured environment
• A demonstrable awareness of how to provide good customer service is a must
Please apply
with a CV either to ds_kerridge_careers@adp.com
or in writing to:
Human Resources Department,
ADP Dealer Services UK Ltd
Herongate, Charnham Park, Hungerford, Berkshire RG17 OYUAll agency enquiries to ds_kerridge_careers@adp.com
