Welcome to Curvature's Job Site
From the very beginning, we had an idea. We had a vision that we could help our customers run their IT better, smarter, and more efficiently; but also, more focused on the things that really matter. We revolutionized the pre-owned market for networking equipment and created new standards of excellence in the industry: faster ways to ship and expedite, smarter ways to maintain and extend asset lifecycle. Today, we liberate our customers from the compromises they are forced to make. We show them ways of running their IT that they didn’t know were possible. At Curvature, we see IT differently. We see a better way. Curvature understands the challenges of modern Technology Decision Makers. Whether planning for, or in the midst of migrating legacy products to new platforms, integrating Cloud into a data center strategy, consolidating hardware, or dealing with the proliferation of data and devices – all while attempting to stay on time and within budget – we provide options. At Curvature we hire and retain the best talent. We want fierce competitors that enjoy and crave the uphill battle. Our mission is to provide customers with choices and innovative IT solutions. We work hard, play hard and take the time to relish in our successes along the way. Curvature is transforming the IT industry and disrupting the biggest players in the market. If you want to transform your career with a global award winning organization, then we want you.
To provide support for Incidents and Service Requests for multiple managed services customers. Responsible for creating, monitoring and managing service calls, domestic and international, to ensure accurate and expedient incident progression.
To route technical calls and customer escalations.
To receive, record, prioritise and assign service calls to ensure that that service levels and SLAs are achieved.
To monitor the progress of all service calls, escalate where appropriate and communicate progress to all relevant parties.
To maintain accurate information through internal systems and documentation and recording customer updates as and when required.
To provide information about incidents and root cause analysis.
To work in accordance with the Service Desk and Incident Management policies, processes, procedures and work instructions.
To assist the Engineering team where necessary in providing first line triage for service calls.
To liaise and collaborate with 3rd party suppliers/partners to ensure that their performance is in line with our expectations.
To work closely with others within the Service Operations Department, to include Engineers, Service Delivery, Logistics, and Procurement in order to ensure high customer service levels are provided at all times.
To deliver a professional and consistent level of service that provides resolutions within agreed deadlines and to customers' satisfaction.
To maintain and build relationships with customers and partners to assist in sales and maintenance activities.
To contribute to the success of the business and assist in improving the overall customer experience.
To participate in the 24/7 helpdesk rota and out of hours activities where business needs require.
To monitor own progress towards business and individual objectives.
To comply with the Health and Safety at Work Act 1974, adhering to the Health and Safety Policy and associated procedures, ensuring the health and safety of oneself and others
To adhere to the company’s policies and procedures, maintaining a professional standard of conduct and upholding the reputation of the company at all times
Any other duties as required in order to meet business objectives
Service Desk and Customer Service experience or an equivalent combination of training and experience essential.
Experience of working in a busy and demanding office with the ability to provide a professional service.
Previous experience of working within the IT Maintenance Services Industry.
Experience of providing support to external customers, and IT System Engineers with the ability to provide a professional and reliable service at all times.
Excellent verbal and written communication skills including a professional and confident telephone manner and the ability to deal with contacts at all levels.
Excellent IT skills including Word and Excel, confident and competent in the use of database systems, spreadsheets, electronic communications and the internet.
Excellent organisational and time management skills with the ability to work to tight deadlines and in a high pressured environment.
Aptitude and willingness to learn new software packages
Must be flexible to work outside of core business hours where business needs require.
Satisfactory employment verification commensurate to the requirements of the role
Advanced Customer Service, ITIL methodology and Service Delivery practices including Incident and Escalation Management desirable.
MCSA/MSCE Certification desirable.
Ability to plan and prioritise one’s own workload, act on own initiative and effectively manage a multi-faceted workload.
A confident and adept communicator with the ability to persuade, influence and quickly establish effective working relationships.
Curvature Services (UK) Ltd. is an Equal Opportunities Employer.
If you need assistance and/or reasonable adjustments due to a disability during the application or the recruiting process, please send a request to HRUK@curvature.com