Graduate Customer Success Associate

Job Title: Customer Success Associate/ Service Delivery Analyst

Salary: Goes up to £40k

Working Pattern: Hybrid

Location: Angel, London

We're looking for someone with MSP experience who has a passion for improving the quality of service to our customers. You may be fed up with fixing recurring issues and problems, and instead want to prevent those problems before they occur.

You'll be super-organised and proactive with a strong analytical mind and high attention to detail. But you're not just a back-room person; for this role and for your future career you will be confident and professional in dealing with customers.

Does that sound like you? Great! Keep reading for the detail about the role; we'd love to hear from you

What does the role involve?

Service Management:

• Monitoring and coordinating IT service desk functions to ensure optimal service for our clients
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for root cause analysis
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Managing clients

• Hold monthly, quarterly and bi annual reviews with key stakeholders.
• Run reports to measure success against client KPI’s and SLA’s and analyse data to inform Quarterly Business Reviews (QBR) and Service Reviews
• Create and run ad-hoc reports to provide client status information for QBRs. Eg Windows Updates
• Continuously deliver reporting improvements, minimising manual effort and maximising the use of reporting tools
• Create high quality client facing reports and deliver them to key stake holders

Efficiencies

• Support Team Leaders to do weekly ticket quality checks, addressing required small improvements with the Engineers and raising bigger issues and recurrent problems with the Team Leaders
• Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
• Identify recurrent tickets and assist in minimizing their frequency.
• Continually monitor the information held on clients in ITGlue (ITG) and highlight missing information

Do you have a background in IT support and want to use your knowledge proactively to improve our service to customers? A step into Service Management support can take you on a new career track bringing together your technical knowledge, organisation skills and customer liaison abilities. You'll have the opportunity to learn from experienced Service Managers and to gain insight into all areas of the organisation.