Description

About Acora

We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software and cloud solutions to over 300 ambitious mid-market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities.

Our mission is to unleash the potential of people through amazing IT experiences.

Role Description

You will provide support to one of our clients in the City of London working on a rota basis between 07:00 and 19:00 Monday to Friday, working across an array of different technologies and setups. Whether it’s over the phone, user walking up to you or through remote assistance, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills

Our client and Acora operates within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements

Key Responsibilities

* Provide a Single Point of Contact (SPOC) Service Desk for the client users to raise Incidents and Requests which are directed to the Service Now platform instance via the channels of Telephony, Email and Portal.

* Ensure Incidents and Requests are resolved within the appropriate Service Level.

* Perform first time fix or route Incidents and Requests to the appropriate resolver party following a Call Handling Matrix.

* Raise a Major Incident when appropriate, which will then be managed by the Acora shared service protocol.

* Inform the necessary Service Management Stakeholders (as defined under the Service Escalation Contact Matrix section of this document) where an Incident or Request has been escalated but which is with another party to resolve.

* Validate or attempt to validate with the Client user that a ticket may be closed following the Three Strike Rule.

* Ensure Incidents and Requests are routed back and forth (as appropriate) to the Out of Hours team but only when necessary for the purpose of Service Level adherence.

* Help to identify Problems as a result of repeat Incidents and inform the Acora Service Delivery Manager.

Key Skills

* Proven experience working within a customer service based role.

* Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers

* Organisation and time management skills

* Be highly motivated, manage your own workload and meet deadlines while working under pressure in a fast-paced, dynamic environment

Equal Opportunities at Acora

Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need.

Acora is a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.

Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team