Service Delivery Assistant

Location: Derby Head Office


Job Description

Node4 is an exciting and invigorating workplace environment as we expand into new markets and introduce new solutions into our product range. With our own UK data centres, national MPLS network and many strong USPs, our portfolio includes Colocation, Cloud, Connectivity and Unified Communication solutions.

As a result of our continued year on year growth we need to expand our Service Delivery team, and are therefore looking to recruit an experienced customer-facing Service Desk Assistant.

The successful candidate will be required to provide and promote a professional, high quality, customer focused service to our customers and partners, ensuring industry-leading levels of customer satisfaction.

This is a multi-department role that focuses on delivering excellent service for new and existing customers. You will build and develop strong relationships between targeted customers and Node4. You will act as a central point of contact for service delivery issues, including major incidents and service impacting issues.


Key Responsibilities

Provide the primary point of focus and contact for customer service issues.

Take the lead role in customer service review meetings.

Invoke escalation and jeopardy management procedures as required.

Produce regular Service Performance reports for designated customers.

Agree, document and ensure the subsequent delivery of any customer Service Improvement Plans.

During major incidents take on a central coordination role.

Produce customer-facing Incident Reports and distribute as required, ensuring that any detailed technical explanations are communicated in such a way as to enable full customer understanding.

Contribute to any post incident investigation.

Maintain service management documentation templates, ensuring compliance with the Node4 brand guidelines.

Some Essential Skills

  • Understand the importance of and how to deliver great customer service.
  • Excellent communication skills.
  • Be a passionate communicator with the ability to alter the message to different audiences.
  • High attention to detail.
  • Ability to work pro-actively and to tight deadlines.

Ready to Apply?

To apply, please submit a CV and cover letter to Recruitment Manager, David Wilson at recruitment@node4.co.uk.
No agencies please.