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Service Desk Administrator

Reports to

Operations Manager

Reference

EVENET-SERVDE

Location

Stonehouse

Salary

£ Enquire

The Service Desk Administrator provides administrative support for our Carrier products (Hosted VOIP and Data/ISP Networks).

Roles and Responsibilities

  • Completion of routine administrative duties using Microsoft apps, portals and systems to, amongst other duties;
    • Provisioning / ordering / ceasing updates to customers
    • Number porting
  • These administrative duties will be performed with a longer-term view of learning the required skills to progress to being a competent member of the technical support team responsible for;
    • Using all forms of communication to carrying out escalated support (2nd line), improving the support processes, and feeding back/communicating with the support teams.
    • Assisting with implementation and support of VOIP and Data Network products, escalating as appropriate to Network and Systems Engineers
    • Responding to and resolving any faults that may arise, using diagnostic tools and vendor support
    • Assisting with testing of VOIP and Data systems, including new features, devices and reproduction of customer issues
    • Liaising with multiple departments to process orders, applications and requests
    • Working on several tasks at once and prioritising own workloadas operationally required
    • Training new and existing colleagues

Qualifications and Experience Required

  • Experience within a Customer Services environment, support desk within the tech industry, or using technology to serve customers
  • Experience dealing with demanding customers
  • Experience in all Microsoft Office applications, specifically Microsoft Excel.
  • Experience of working within the telecoms industry (not essential)
  • Experience of supporting customers with VOIP, Broadband and Data in a Wholesale or Reseller environment (not essential)

Skills Required

  • Aptitude towards learning and desire to learn skills based in more technical areas.
  • Ability to multi-task, prioritising multiple tasks and objectives
  • Client service oriented with the ability to interact with clients, staff, and management teams
  • Good verbal and written business communication skills
  • Ability to work independently, with a high degree of initiative, and within a collaborative team environment.
  • Good organisational and time management skills
  • The ability to problem solve in a logical manner in order to rectify customer issues efficiently
  • The ability and drive to learn and work with new technologies and products as required
  • Attention to detail and accuracy
  • Customer empathy and a helpful attitude
  • Commercial appreciation
  • Strong numeracy and analytical skills
  • Ability to explain concepts and detail to the layperson
  • IT literate
  • Ability to work independently and on own initiative as well as part of a team
  • Enthusiasm, self-motivation & willingness to operate flexibly
  • Well organised and methodical
  • Understands the need for diligence with reporting and identifies any risk areas

Desirable Skills:

  • Knowledge of the telecommunications industry; VOIP, broadband and/or any data connectivity
  • Knowledge of desktop operating systems (Windows or Linux).

Other Information

eve Networks benefits:

  • Pension scheme with 4% employer contribution
  • 25 days’ holiday, plus 8 bank holidays per year
  • Death in service, 4 x basic salary
  • Lunch is provided on a daily basis with a great selection of choice available
  • Car share and cycle to work scheme
  • Free parking

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