Service Delivery Assistant

Location: Derby Head Office

Job Description

We’re looking to recruit an experienced customer-facing Service Desk Assistant.

You will act as a central point of contact for service delivery issues, including major incidents and service impacting issues.

This is a multi-department role that focuses on delivering excellent service and developing strong relationships with new and existing customers. You will provide and promote a professional, high quality, customer-focused service to our customers and partners, ensuring industry-leading levels of customer satisfaction.

Node4 is an exciting and invigorating workplace, as we’re continually expanding into new markets and introducing new solutions to our product range. With our own UK data centres and national MPLS network, our portfolio includes colocation, cloud, connectivity and unified communication solutions.

Key Responsibilities

  • Providing the primary point of focus and contact for customer service issues
  • Taking the lead role in customer service review meetings
  • Invoking escalation and jeopardy management procedures as required
  • Producing regular service performance reports for designated customers
  • Agreeing, documenting and ensuring the subsequent delivery of any customer service improvement plans
  • Taking on a central coordination role during major incidents
  • Producing customer-facing incident reports and distributing as required, ensuring that any detailed technical explanations are communicated in a way that customers fully understand
  • Contributing to any post incident investigation
  • Maintaining service management documentation templates, ensuring compliance with the Node4 brand guidelines

Essential Skills

  • An understanding of the importance of great customer service and how to deliver it
  • Excellent communication skills
  • 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.