Our client is seeking a Business Service Operations Engineer for a full-time position, operating 37.5 hours per week, based on the Isle of Man. This office-based role is integral to the frontline support team, primarily focusing on service delivery and coordination for business customers. The engineer will ensure that customer requests and issues are efficiently resolved to the highest standards. Key responsibilities include managing service requests, overseeing the provisioning, maintenance, and cancellation of enterprise business services, and coordinating customer order requests. The successful candidate will be the primary contact for business customers, managing their service lifecycle from initial request through to completion. Strong ownership and accountability for the service delivery process are essential. In instances where technical resolution is necessary, the engineer will support technical teams by providing product knowledge to assist with problem resolution. The role is structured around standard working hours from Monday to Friday, with flexibility within the hours of 8am and 6pm.
Job Duties:
- Handle inbound and outbound calls with enterprise customers in a proactive, professional, and courteous manner.
- Provide regular updates to customers on the progress of their provisioning tickets, ensuring high levels of satisfaction.
- Advocate for customers to drive swift installation of services to meet their expectations.
- Triage, troubleshoot, and prioritise provisioning issues based on customer impact and urgency.
- Drive resolution of enterprise provisioning issues and assistance requests.
- Maintain and update issues with internal teams, external partners, and customers using the ServiceNow platform.
- Oversee the provisioning, maintenance, and cancellation of all enterprise customer service requests.
- Manage customer and internal notifications regarding service status and updates.
- Validate and assign incoming orders to the appropriate team member for action.
- Monitor the backlog of orders and provide action plans to address any issues.
- Contribute to ongoing service improvement by identifying areas for enhancement and participating in related projects.
- Collaborate with other teams to resolve complex issues.
- Understand and comply with the licence and other regulatory rules applying to the position.
- Adhere to the Data Protection Law, maintaining confidentiality and security of customer and company information.
- Follow health and safety policies relevant to the role.
- Undertake appropriate security awareness training, including information security and data protection.
Job Requirements:
- Excellent customer service skills.
- General understanding of IT/technology.
- Highly motivated with a willingness to develop and learn.
- Strong problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Experience in customer service roles is desirable.
- A full UK driving licence is preferred.
- Operational experience in IT networks, infrastructure, datacentres, and associated services is an advantage, though full training will be provided.
- Relevant IT qualifications, particularly Cisco, Microsoft, or CompTIA, are a distinct advantage.
- ITILv3 or above, Six Sigma Green Belt, or PRINCE2 qualifications would be beneficial.
What You’ll Love:
Our client values teamwork and strives for customer satisfaction while being reliable and passionate about technology and learning. Joining this role means being part of a community-focused organisation that is dedicated to sustainability. You will have the opportunity to enhance your skills within a supportive environment and contribute to the improvement of services that make a difference to business customers. If you are looking for a role that combines technical skills with customer service in a dynamic setting, this position could be a perfect fit for you.
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