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Business Operations Centre Technician (Service Desk)
Premium Job From MDS Global
Recruiter: MDS Global
Listed on: 4th April
Location: Warrington, Cheshire
Salary Notes: £17,600 plus shift allowance
Type: Permanent
Start Date:
Reference: 330
Contact Name: Emma Edwards

We are recruiting for a Business Operation Centre (BOC) Technician to join our team based in Warrington.

When an MDS Global customer has an issue or requires assistance they contact the BOC team. We help them as quickly and as efficiently as possible, always striving to give them excellent service - and we're good at it.

With over 1000 tickets raised every month the BOC team provide 24/7 first line support to our customers both over the phone and via email for our bespoke telecoms billing and customer management software. Working to SLAs, you will need to investigate and resolve their problems and ensure that our customers are satisfied and kept up to date on the progress of their ticket. You will use our tracking system to update and monitor progress as well as prioritise issues and escalate where needed.

Our core values are central to who we are and how we do business. At MDS you will be expected to collaborate positively, have a passion to succeed, be prepared to take smart risks, possess leadership qualities, be able to flex your expertise and use your strong sense of customer focus to exceed expectations, every day.

This is a shift-based position working 4 days on 4 days off with a combination of 2 day shifts and 2 night shifts (12 hour shifts - 7am-7pm and 7pm-7am). Please only apply if you are able to commit to working both days and nights. Weekends and bank holiday shifts can be worked remotely from home.

You are:

  • Great at providing exemplary customer service
  • Able to communicate well, both verbally and written
  • A strong organiser and able to prioritise your workload
  • Happy to take ownership for problems
  • Proactive
  • Able to keep promises
  • Focused on attention to detail at all times
  • Able to remain calm under pressure
  • Positive and enthusiastic in your approach
  • Happy to follow processes and procedures
  • Flexible in your approach to shifts

You have:

  • A passion for technology, ideally with relevant work experience or studies
  • Previous customer service experience, ideally over the phone
  • Previous experience of using Microsoft Office (Outlook, Excel, Word)
  • Experience of working within a team
  • A professional and customer focussed approach
  • Experience of working with multiple operating systems
  • A flexible approach and willing to go the extra mile

You may have:

  • Previous service or helpdesk experience
  • ITIL or SDI accreditation
  • Previous experience of telecommunications environment
  • Experience of telecommunications and/or customer/care billing systems

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