JANET(UK) VACANCIES
VACANCY NOTICE 297
JANET SERVICE DESK SHIFT MEMBER
1. ROLE AND RESPONSIBILITIES
The JANET Service Desk provides the first point of contact for all JANET services and is the first line of JANET operational support and fault management. In addition, the desk is responsible for the recording, tracking and resolution of all customer queries and complaints.
JANET Service Desk Members will have excellent interpersonal and communication skills and awareness of the customer-facing aspects of the role.
The Desk is staffed from 07:00 to 23:59 UK time, Monday to Friday. Staff work a staggered timing system in three teams to cover 07:00 to 15:25, 09:35 to 18:00 and 15:35 to 23:59 and are required to work overtime to cover Bank Holidays and company holidays.
2. REPORTING RELATIONSHIPS
The JANET Service Desk Member reports to one of the JANET Service Desk Shift Leaders.
3. MAIN DUTIES
This vacancy notice sets out the main duties of the post. Specific duties may vary from time to time without changing the general character of the duties or level of responsibility entailed.
The main duties of the post are:
- Record and track queries and complaints and ensure their resolution either by JANET Service Desk staff or by escalation to other members of the company as appropriate
- Record, track and ensure resolution of operational problems, including those reported to the JANET Service Desk, those identified by JANET Service Desk staff and those notified by automatic network monitoring systems. This will include liaison with customers, suppliers, other network operators and colleagues
- Monitor the regional, national and international network systems and services that comprise JANET
- Liaise with customers and colleagues to initiate and progress installations and upgrades of connections to JANET
- Assist in the maintenance of various records and the creation of reports for management purposes and to meet the requirements of the Service Level Agreement
- Contribute to the development of processes and procedures as part of the Management Framework as required within the JANET Service Desk
- Assist in the management of the JANET Service Desk as required by the JANET Service Desk Manager.
4. SKILLS REQUIRED
- Excellent communication and interpersonal skills and a sound perception of the public relations implications of the role when dealing with customers and suppliers
- An effective team worker who is able to make a constructive contribution as part of a small team
- An ability to use and apply knowledge of network infrastructures to the resolution of problems
- An ability to use personal IT productivity tools, database systems and helpdesk systems
- An ability to work effectively under pressure and to deadlines, whilst retaining accuracy and composure.
5. QUALIFICATIONS AND EXPERIENCE
- Sound level of general education
- Experience of customer service and operational management in a customer-focused environment
- Knowledge of the JANET network and its customers would be an advantage.
6. FURTHER INFORMATION
For further information about this post, please contact Giovanni Sorenti, JANET Service Desk Manager, on 01235 822267.
For an application form, please contact Karen Foster, Personnel Administrator, JANET(UK), Lumen House, Library Avenue, Harwell Science and Innovation Campus, Didcot, Oxon OX11 OSG.
Tel: 01235 822200. Fax: 01235 822399. E-mail: Reception@ja.net.
The salary for this position is £20,025 plus £2,603 shift allowance per annum. The position is a full-time, permanent position. The closing date for completed applications is 12 noon on Thursday 7 August 2008. Interviews will be held on Thursday 14 August 2008.
Please note that applications must be made on the company’s application form. CVs alone will not be accepted.