Job Description
A naturally helpful person with a passion for customer service? If you are eager to work collaboratively across multiple teams delivering an exceptional customer experience, this could be the role for you! The Service Desk is currently a team of ten and are the single point of contact for Heywood customers for incident management and service requests. Provide a first-class, professional, and responsive support service to Heywood customers, both internal and external Investigate and analyse incidents requiring support Complete a variety of service requests raised by customers Ensure that the Service Desk team achieves internal targets and standards defined in Service Level Agreements (where applicable) Make recommendations and implement improvements to operations or working practices with the Service Desk team Ensure that incidents and service requests are triaged and categorised accordingly, working with the appropriate team(s), seeing each incident through to resolution Negotiate with customers in order to establish the appropriate urgency and to determine the impact to the customer’s operations You will be given an opportunity to experience how we work day-to-day to help you decide if we are the company for you. The assessment day will be held at our office in Altrincham, Greater Manchester (WA14 1GY). If you are unsuccessful this time, as you have taken the time to meet with us, we will happily give our time in return to provide you with feedback to help you in future interviews. Heywood combines a passion for software with Agile methodologies to create modern software and data solutions and services for businesses, pension providers and third parties that help transform how their members and customers manage their lifelong financial journeys. Continued learning and progression is ingrained in our daily life, encouraged through a variety of forums from e-learning subscriptions and a monthly down-tools day (“Hive Day”) and communities of practice for learning and experimentation. Our open culture encourages wide participation and innovation. Socials events include fiercely competitive bake-offs, Pride month office parties, sporting events, games nights and much more! We are committed to a hybrid working model, combining remote and office-based working. Legal stuff As an equal opportunities’ employer, Heywood is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.