Why does this role matter to us?
Magdalene delivers Managed Services and Projects for both fixed and mobile infrastructure networks across the operator and utility markets. Our Service Team are looking for a Service Desk Administrator to work in our 24x7 Service Management Centre in St Ives, Cambridgeshire.
What will you be doing?
In this full time, permanent role, you will be part of a team working on a 24x7 shift pattern providing service support to our customers, from receipt of issue through to resolution. You will be scheduling and allocating work and providing excellent support to our engineering teams to enable customer updates and timely issue resolution.
This role will fit within Magdalene’s Service Management team where the pace is fast and no two days are the same. You will work collaboratively with our customers, field engineers and network management teams to ensure end to end ownership and to meet SLA’s are met.
What are your accountabilities and responsibilities?
Receiving customer requests / tickets and raising cases on our CRM – Field Service Lightening
Providing regular updates to external customers on the progress of faults
Prioritising each fault to meet SLA’s including resource management
Meeting our customer’s SLA’s within the contracted timescales
Controlling and directing our field engineers and spares deliveries
Tasking and tracking the work of our Technical Support Services team
Ensuring all Planned Preventative Maintenance is complete
Providing ad hoc reports as required to senior colleagues and customers
Ensuring our Field Engineers complete outstanding fault reports
Maintaining internal reports following engineer visits
Arranging and coordinating access for various suppliers providing services
We also need to see these attributes on your CV
Helpful, an excellent communicator with outstanding customer service skills. You are someone that our customers and your fellow colleagues can rely on to ensure work is completed to the highest standard.
You will boast a positive attitude to overcome any obstacles that come your way, in time allowing you to build lasting relationships with our customers and engineers.
Using your initiative to solve tricky problems, you will excel at working under pressure and meeting tight deadlines.
Computer literacy (including Excel and Outlook) is essential for this role and you must be enthusiastic at learning new products, systems and processed.
Why choose us?
Whilst our business is flexible to meet our customers’ demands, we understand that work life balance is equally as important. We can offer a diverse, dynamic work environment and offer you the support you need to meet your career goals.
We also offer a range of company benefits to include:
25 days annual leave
Access to our staff discount portal
Enrolment into our pension plan
Free flu jabs each October
Opportunities to develop and grow in your role
If you get a buzz out of building relationships and priding yourself on excellent customer service and being the first port of call for when our customer need us, we want to hear from you!
Magdalene operates as a Telecommunication Infrastructure Services Company working as part of the Telecom division of M Group Services. Covering the full network life cycle, we provide managed services, technology solutions, first line maintenance and turnkey project management to the private, public, fixed and mobile sectors.
We aim to be the employer of choice in the Telecom Services sector. Our continued growth and success is creating opportunities for fulfilling and rewarding roles, making the best use of our people’s skills and expertise. We want our people to have a positive impact on customers,communities and our clients every day. We invest in training our people,developing leadership capabilities to create ambassadors not just employees. Through strong leadership, teamwork and mutual support we want our business to thrive on a happy, healthy and, most importantly, safe workforce.
'M Group Services values diversity and welcomes applications from all sections of the community. We are committed to equal opportunities.’