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    • Deliver exceptional service: Manage more complex customer communications with a professional, respectful, and proactive approach.
    • Work closely with the Solutions Desk Team to ensure consistent service delivery.
    • Monitor IT systems and service alerts, escalating critical issues as required.
    • Has previous IT support or service desk experience within a networked or enterprise environment.
    • Communicates clearly and provides outstanding customer service.
    • 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays.
    • Above all, you'll play a key role in delivering a…
    • Service desk experience, resolving incidents and service requests to ITIL-aligned processes.
    • Reviewing service performance with the Service Desk Manager,…
    • Apply continuous improvements to service and processes.
    • Representing a professional front facing service to Action for Children staff across the South West…
    • Experience developing managed-service portfolios and standard service offerings.
    • Drive continual service improvement using operational data, customer feedback…
    • Familiarity with service desk ticketing systems and managing several support requests at once. .
    • Working alongside our service desk team, senior engineers and…
    • You’ll run the whole service desk and be responsible for ticket resolution, service quality and customer satisfaction.
    • It’s a hands-on management role.
    • Raise the overall technical maturity and confidence of the service desk.
    • Contribute to the ongoing improvement of service desk tooling, standards, and ways of…
    • You’ll lead the local team dedicated to these activities, ensuring operational continuity, service quality, and adherence to the standards and policies defined…
    • Excellent communication and customer service skills.
    • Delivering exceptional customer service while meeting SLA and KPI targets.
    • What You’ll Be Doing*.
    • PROVEN experience in technical support or IT support roles, ideally within a help/service desk environment.
    • Excellent communication skills with the ability to…
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Job Post Details

Customer Services Specialist I
CME Group
·
4.1
5th Floor 25 Great Victoria Street, Belfast
Full-time

Job details

Pay information not provided
Full-time
5th Floor 25 Great Victoria Street, Belfast

Full job description

The Support Specialist I provides computing support to internal employees. He/She is responsible for first level problem determination, recording, resolution & escalation of problems. The incumbent identifies users through a set of security questions to perform password resets & resolve some less complex problems immediately, while more complex problems are escalated to senior level support. Daily responsibilities involve the use of problem management database and help desk systems.

Principal Accountabilities:
  • Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource.
  • Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates a rudimentary knowledge of common software.
  • Provides authentication and entitlement credentials for access to the corporate LAN/WAN as necessary.
  • Provides first level hardware troubleshooting and diagnostics support to record all common customer issues. Resolve basic known issues. Demonstrate a rudimentary knowledge of hardware standards, major components, and how they interface with the environment.
  • Serves as the primary contact for password resets for most internal applications.
  • Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.

Skills & Software Requirements:
Basic computer knowledge. A Levels in computing.

CME Group: Where Futures are Made

CME Group is the world’s leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career by shaping tomorrow. We invest in your success and you own it – all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we’re looking for more.

At CME Group, we embrace our employees' unique experiences and skills to ensure that everyone’s perspectives are acknowledged and valued. As an equal-opportunity employer, we consider all potential employees without regard to any protected characteristic.

Important Notice: Recruitment fraud is on the rise, with scammers using misleading promises of job offers and interviews to solicit money and personal information from job seekers. CME Group adheres to established procedures designed to maintain trust, confidence and security throughout our recruitment process.

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