IT Support Analyst - Permanent

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About us

KCOM is a leading provider of communications services and IT solutions to organisations and consumers. By listening to and learning from our customers, we design and deliver the right services to connect them with the things that matter.

Our three main markets are:

* Enterprises: organisations with complex needs look to us to help them transform their operations and experience to become more customer-centric, agile and efficient

* Businesses: we help businesses embrace the power of technology to become more successful

* Consumers: households across Hull and East Yorkshire can choose from our range of voice, broadband and TV services to suit their needs

Your role

This is an exciting and a unique opportunity to join a new Centre of Customer Service Excellence providing end to end service and support to our customers. You will be part of a talented team of Engineers passionate about delivering our brand promise and making life easier and better for every customer.

Our Centre of Service Excellence has been born from the vision to transform the way we deliver technical service to our customers at KCOM.

You will be somebody with a passion for the customer; for learning new skills and behaviours and who has a strong team ethic focussed on delivering excellent customer service.

With the opportunity to be part of something new and exciting and focussed primarily on the customer; there will be fantastic opportunities to develop and grow both interpersonally and technically. In this role, you will provide first line technical support for all KCOM customers regarding their services and other related products to maximise customer satisfaction. You will be supporting both internal and external customers across a portfolio of products. Working in collaboration with other departments you will deliver support in line with agreed SLA's.

What will I be doing?

* In conjunction with the customer, service provider(s), and inter-departmental colleagues, undertake detailed diagnostic and troubleshooting routines.

* Own incidents to resolution or, where unable to resolve, escalate to the correct senior team.

* Interface with customers both internal and external to provide an exceptional customer experience in the provision of Technical Support Provide support to Customers and staff through whatever medium is utilised within the Operation

* Provide exceptional customer service through proactive management of customer faults within Service Level Agreements

* Present suggested changes or additions to customer's products which will offer continued value and performance whilst ensuring at all times KCOM is meeting their needs.

* Ensure all ticket queues are managed in line with quantitative and qualitative objectives of providing exceptional customer service through Technical Support

* Support for the resolution of bespoke internet services provided to business customers

* Raise and chase all supplier faults in line with SLAs using provided systems

* Adhere to all appropriate processes and procedures e.g. Incident Management, Complaints Management

What do I need to do this job?

* IT Support experience in a 1st line capacity

* Good Customer Service background

* Strong attention to detail

* Excellent problem-solving skills

* Strong stakeholder management and communication skills

* Good level of MS Office skills

* Ability to multi-task

* Excellent organisational skills

* Ability to prioritise workload

What we can offer you?

This is a growing, changing company which offers a lot of variety and opportunity for skills development and career progression. All necessary training ie systems, will be provided within the role.

What are my hours of work?

You'll be working 37.5 hours per week.

Benefits

You'll get 25 days holidays per year, a pension, access to the KCOM flexible benefits scheme, the option to join the KCOM share scheme, and 4 times salary life assurance.