Shift Customer Service Network Analyst

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview
This role will work within the UK Managed Services (UKMS) Operations
Centre, specifically within the Network Operations Centre (NOC). The
NOC is responsible for providing exceptional customer service through
the early identification and rectification of customer and network incidents
across the UKMS products and services we support, which includes, but
not limited to the Airwave network, Guardian Public Safety Solution,
Pronto mobile application, body worn video and in car video.

These products are mission critical solutions delivered to blue light and
public safety organisations. It is therefore critical that any loss of service
is rectified quickly to ensure the safety and welfare of the public and our
customers.

The NOC is responsible for monitoring alarms and alerts via the network
management tools and the initial handling of customer, supplier,
engineering and change management calls, providing first time fix where
possible and handing off to appropriate resolver groups where this is not
possible. The accurate logging of incidents and service requests with the
correct information, severity and impact is critical to ensure service is
restored within SLA, which results in customer satisfaction and minimises
the risk of service credits to the organization.

The service management processes delivered / supported by the UKMS
NOC in order to ensure the identification, recording, progression and
resolution of issues are event management, incident management, major
incident management, service request management, change
management and problem management.

Job Description

This role is on-site in Hemel Hempstead. With a shift patten eventually, 4 on and 4 off.

Responsible for accurately recording incidents reported by Network Management Tools and by customers directly, ensuring that the incident is accurately logged with the correct information, severity and impact and that any incidents which may breach SLA are escalated accordingly.

To deliver excellent customer service to Motorola customers through effective and professional handling of Incidents, Service Requests, Queries and Complaints via telephone, email, web chat or the Service Management Terminal.

This role is the Motorola UK first point of customer contact and is in place to deliver first class service through effective recognition, progression

and resolution of incidents. The role holder will understand and respond to the customers needs efficiently, effectively and professionally to
ensure outstanding service delivery.

Scope of Responsibilities / Expectations:

• The role requires strength in, organisation, collaboration, communication, negotiation, service delivery, influencing and the
• ability to provide excellent customer service
• Ability to develop and maintain strong working relationships within and outside the service desk environment
• The ability to operate successfully in a demanding environment, whilst maintaining high morale, high achievement and actively
• supporting the collaborative culture that drives success
• Proactive approach to removing barriers and finding solutions to problems
• Flexible approach to operational demands and situations due to the changing nature of the role

Key Responsibilities and Accountabilities:

• Monitoring of Network Management Tools to ensure accurate and timely investigation, diagnostics and resolution of all incidents
• Engage with other relevant parties and suppliers as required to ensure the progression and resolution of incidents and requests
• Direct contact and exceptional standards of inbound and outbound customer service delivery to UKMS’s customers, reacting to customer reported incidents across all products and services…