An Operations / Applications Support Executive / Customer Support Executive is needed to join a leading Managed Service Provider from their HQ in Handsforth. This role doesn’t require a great deal of technical skill, some exposure to IT, servers and monitoring systems would be a bonus, but training will be provided for the right candidate. It is more important that you are reliable, have excellent customer service skills and are willing to work the required office-based shifts. 

For over 30 years, this leading IT Consultancy has developed a service portfolio including private & public cloud provision and full in-house, UK based 24*7 monitoring and operations to all customers. Due to continued success, they are now seeking a talented Operations / Applications Support Executive / Customer Support Executive to join their award-winning team that includes some of the brightest minds in the industry. 

Joining the 24×7 Operations team the Operations / Applications Support Executive / Customer Support Executive will:

• Act as the first point of contact for all support to customers outside of normal business hours;
• Following internal incident management processes for escalation within SLA metrics;
• Logging support tickets (Incidents / Problems / Service Requests);
• Working within customer agreed Service Level Agreements (SLA);
• Working towards Service Level Targets (SLT);
• Escalating of high priority tickets following the escalation process to out of hours management and support teams;
• Performing monthly workloads for Managed Services customers such as backups, system restarts, and month end processes where required;
• Raise Hardware tickets to third parties (chase and progress);
• Providing feedback and ideas on asset management because of customer requirements and technologies.

To qualify… You could be a customer focused Operations / Applications Support Executive / Customer Support Executive / First Level Operations Support Exec / Client Support Executive / Operations Support Analyst / First Level Operations Support Exec or similar who can demonstrate: 

• Some basic commercial IT knowledge;
• Excellent communication skills and a professional telephone manner;
• Experience of managing / monitoring windows based systems;
• The ability to think on your feet;
• Ability to work flexibly to support a true 24*7 architecture;
• Any basic operational experience of IBMi / iSeries / AS400 systems would be advantageous, but training will be provided.

In return expect a stable working environment within an industry leader, offering a fantastic benefits package that includes: 22 days holiday, Your birthday off as a holiday, 2 family holiday days at Christmas, Staff discount platform, Employee Assistance Programme with 24/7 access to helplines and counselling services, £500 bonus for outstanding employee of the month award (Subject to nomination and selection as winner), £1000 recruitment referral subject to our referral policy, On-site parking.