Customer Services Advisor

Do you have a passion for Technology? Do you have the drive to succeed? Are you looking to work in a fast-paced environment? Do you want to be part of a growing award-winning technology company?

We are seeking a Customer Services Advisor to join our Managed Services team. You'll be the first point of contact for our customers, ensuring their issues are resolved efficiently and effectively.

If this sparks your interest, and you are looking for the next step in your career, with the opportunity to be supported by an Apprenticeship, then look no further.

• Provide flexible support across Customer Services and 1st Line Service Desk.
• Respond to incidents within given SLAs.
• Ensure high levels of customer satisfaction.
• Log all calls and emails in the support system.
• Book engineers for on-site repairs.
• Escalate issues to the Service Desk as needed.

• Deliver exceptional customer service for all support queries.
• Assist with hardware support issues and provide suitable solutions or escalations.
• Take ownership of user issues and proactively resolve them.
• Accurately log issues and requests in our Service Desk system.
• Communicate clearly with other Service Desk Agents.
• Resolve 1st line tickets where possible.
• Comply with internal management systems and safety procedures.
• Support Stone’s corporate social responsibility strategy.
• Undertake any other ad hoc duties or projects as requested by the reporting Manager.

• Response and resolution of incidents and requests within SLA.

• Good standard of education with grade C or equivalent in Maths and English.

• A-Level in English and/or Maths.
• CompTIA A+.
• Microsoft Windows 7 & 10, Office 2013 onwards.
• Basic understanding of broadband connectivity and LAN networking.
• Knowledge of computer components.

• Microsoft Windows Server operating systems.
• Broad understanding of networking technologies and principles.
• Knowledge of Hyper-V, Failover Clustering, and Microsoft Storage Space Direct.
• Knowledge of key infrastructure platforms and tools (e.g., Microsoft Server, Active Directory, Exchange On-Premise, Microsoft 365).
• Understanding of WAN & LAN networking concepts.

This is a full time position - 37 hours per week - Hybrid

We reserve the right to close this advert early if we are in receipt of sufficient applications for this position.