Service Desk Advisor - Internal & External support

Collinson

Collinson is a global loyalty and benefits company. We use our expertise and products to craft customer experiences that enable some of the world's best-known brands to acquire, engage and retain the most demanding and choice-rich customers. Our insight into high-earning, frequent travellers lets us build products and solutions that drive greater customer engagement, enrich travel experiences, protect what matters and assist in times of need.

We specialise in Financial Services, Travel and Retail, and also support clients across other sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks. Clients include Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.

Over 30 years and across more than 170 countries, we help clients deliver the smarter experiences it takes to differentiate their propositions and win deeper customer loyalty. Collinson is a privately owned entrepreneurial business with 2,000 people across 20 locations worldwide. Our solutions include Priority Pass, the world's best-known airport experiences programme, and we are the trusted partner behind many leading financial services, airline and hotel reward programmes.

PURPOSE OF THE JOB

The Service Desk Advisor (SDA) for external support reports to the Service Desk Supervisor and is the first point of contact for external technical support. The SDA helps clients experiencing an issue or making a request relating to the Collinson platform and platform enhancements, and handles reported issues relating to Collinson's products and services from colleagues, clients and customers.

Working in a 24/7 service desk on variable shift patterns, the SDA owns the relationship with the client or customer reporting the issue, and contacts other resolving teams wherever additional support is required.

The SDA ensures all tickets are actioned and resolved within their SLA, escalating where appropriate, and that all required information is accurately documented to support the speedy resolution of an Incident, Major Incident, or Request.

KEY RESPONSIBILITIES

Call reception and ticket logging

• Answer calls and chats professionally, with a focus on accurate data capture and excellent service.
• Ensure information gathered is accurate and clearly documented.
• Assess impact and urgency with the client to set the correct priority on every ticket.
• Use all available knowledge and tools to allocate tickets correctly first time, every time.
• Contact other resolving teams to make sure tickets are actioned promptly.
• Build strong relationships with resolving teams to speed up resolution and data capture.

SLA management

• Identify tickets that meet the Critical Incident threshold and follow the correct escalation procedures to move them into the Major Incident process promptly.
• Work collaboratively to ensure all tickets are managed in line with the set SLA.

Jeopardy management

• Manage tickets in line with the jeopardy management process.

Escalation management

• Escalate tickets in line with the escalation process.
• Provide first-line escalation to clients and service managers.
• Provide first-line escalation into resolver groups.
• Advise the Service Desk Supervisor or Manager of any missing information in the knowledge database.

Communication

• Own the customer communication relationship throughout the full ticket lifecycle.
• Provide the customer with regular, clear and meaningful updates.
• Keep ticket updates to the highest standard, meaningful and clear.
• Follow documented knowledge and process to advise key internal contacts whenever required.

Incident management

• Resolve all tickets within scope, or as instructed by the line manager.
• Own communication throughout the ticket lifecycle, acting as the conduit between the customer and other resolving teams.
• Ensure all stakeholder communications are accurate, relevant and timely.
• Take ownership of actions and learning points from incident reviews and follow them through to completion, in line with the Incident and Problem Management processes.
• Invoke the escalation process wherever appropriate.
• Identify trends to maintain and update knowledge articles.

Request management

• Fulfil requests that are within scope.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

• 1 year's experience in IT service desk or technical desk support.
• Awareness of the demands of working in the service industry, with emphasis on maintaining customer focus during incident resolution and request fulfilment.
• Ability to form close working relationships with the customer community and internal and external resolver groups.
• Excellent client-facing communication skills.
• A self-motivated team player with excellent interpersonal skills.
• An outgoing individual willing to work as part of a small, flexible team.
• Fluent written and spoken English.
• Freshservice ITSM tool knowledge desirable.
• Experience of, or willingness to work, 24/7 rotating shifts is a must.