Verified Job
IT / Software / Data Analyst
Senior Support Centre Analyst
IT / Software / Data Analyst
#56318
Remote / WFH
Celestra Ltd 3.3 3.3 out of 5 stars Milton Keynes Up to £289,000 a year - Full-time Celestra Ltd
Job Description
About the Role
You’ll be the main point of contact for clients, engineers, and end-users, ensuring maintenance and service requests are handled promptly and within the SLA. Your role includes managing calls, scheduling engineers, and keeping all parties informed to ensure smooth service delivery.
Our core hours are Monday to Friday, 8:30 am–5:30 pm. The Support Centre operates 7 days a week with shifts between 6:00 am and 9:00 pm. Weekend shifts (typically 1 in 4) are remote, with two weekdays off in return, and occasional overtime may be required.
What You’ll Do:
Customer Service: You’ll deliver high-quality support, responding promptly to queries and escalating issues when needed.
Service Request Management: Log, track, and update all service jobs, ensuring accurate documentation and timely closure in line with SLAs.
Engineer Scheduling: Assign engineers based on skills, location, and availability; review and process their reports and paperwork.
Job Completion: Ensure all jobs are completed, closed, and invoiced accurately and on time.
Coordination: Work closely with Logistics and Warehouse to ensure timely stock delivery for installations.
Communication: Keep clients informed on job progress and internal teams updated on issues like stock or resource availability.
Time Management: Prioritise tasks to meet daily objectives and maintain smooth service operations.
Task Management – monitoring daily tasks for the desk and allocating accordingly
Quality and Accuracy – spot checks across systems to improve service and internal mentoring/training
You’ll be the main point of contact for clients, engineers, and end-users, ensuring maintenance and service requests are handled promptly and within the SLA. Your role includes managing calls, scheduling engineers, and keeping all parties informed to ensure smooth service delivery.
Our core hours are Monday to Friday, 8:30 am–5:30 pm. The Support Centre operates 7 days a week with shifts between 6:00 am and 9:00 pm. Weekend shifts (typically 1 in 4) are remote, with two weekdays off in return, and occasional overtime may be required.
What You’ll Do:
Customer Service: You’ll deliver high-quality support, responding promptly to queries and escalating issues when needed.
Service Request Management: Log, track, and update all service jobs, ensuring accurate documentation and timely closure in line with SLAs.
Engineer Scheduling: Assign engineers based on skills, location, and availability; review and process their reports and paperwork.
Job Completion: Ensure all jobs are completed, closed, and invoiced accurately and on time.
Coordination: Work closely with Logistics and Warehouse to ensure timely stock delivery for installations.
Communication: Keep clients informed on job progress and internal teams updated on issues like stock or resource availability.
Time Management: Prioritise tasks to meet daily objectives and maintain smooth service operations.
Task Management – monitoring daily tasks for the desk and allocating accordingly
Quality and Accuracy – spot checks across systems to improve service and internal mentoring/training
