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Enterprise Mobile Management Agent


Enterprise Mobile Management Agent required for an 11 month fixed term contract for a major technology provider.


PURPOSE OF THE JOB:


To be the first point of contact for all incoming Enterprise Mobile Management service queries, particularly in Mobile Biz.

Apps.

control issue related service request.

To log support calls in Service Desk system(s) and attempt to resolve the issue, passing to HQ(Korea) those calls which cannot be resolved to specialist teams.


Key accountabilities for the Enterprise Mobile Management Agent:


Working in a team providing front-line Customer Service Support, receiving requests from IT Contacts and end users.



  • Record all incoming problems and queries related to Shared Applications including Mobile Management Service, Knox Portal(email) and other local Systems.

  • Provide 1st line support to in Enterprise Mobile Management solution

  • Provide 1st line support to the client subsidiaries employees in Enterprise Mobile Biz.

    Applications, such as Knox Portal and Knox Messenger.

  • Communicating with End-users and IT Contacts in UK, across Europe and in HQ (Korea).

  • Liaising with technical teams regarding related technical issue for the speedy resolution of calls.

  • Attempt to resolve customer issues using Knowledge, Experience, and Known Error Database.

  • Assign unsolved problems and queries to relevant 2nd/3rd engineers.

  • Monitor and manage calls by chasing the specialist teams and customers where required to ensure resolution within agreed SLAs and KPIs.

  • Communication of company request logging procedures to client subsidiaries.

  • Produce Service Desk weekly/monthly statistics and reports.

  • Perform administration tasks for Knox Portal.



  • EDUCATION:



    • ITIL Foundation, or similar IT related qualification will be an advantage.



    Enterprise Mobile Management Agent skills and attributes:



    • Good skill in Mobile Application Management, particularly in Enterprise Business Support Applications would be an advantage.

    • Good experience in Enterprise Mobile Administration Job.

      Install/Uninstall/Reset/etc would be an advantage.

    • Candidates with experience in the major Telecom(Smart Phone) Customer Support industry will be of great interest.

    • Good experience of MS Office needed.

      Candidates with experience in the IT industry will be of great interest.

    • Good documentation skill based on MS Office, for regular reporting.

    • Must be prepared to work a shift pattern, the early shift begins at 06:30AM and the late shift ends at 19:00AM

    • Good verbal and written communication skills - not afraid to ‘chase up' colleagues regarding progression of requests.

    • Well-presented and professional.


    EXPERIENCE:



    • Previous experience in customer service / helpdesk experience in IT industry.

    • Some experience in the Mobile (SMART phone) customer service industry would be an advantage, preferably of a technical nature in mobile applications.



    Enterprise Mobile Management Agent salary & benefits:



    • £20,000 - £23,000 Salary depending upon experience.

    • 25 days annual leave.

    • Up to 15% discretionary performance based bonus per annum (following successful completion of probation period)

    • Defined Contribution Pension (up to 4% employee, up to 8.5% employer)

    • Permanent Health Insurance

    • Private Medical Insurance (starting from grade GL4)

    • 4x Life Assurance.

    • £35 per month Flexible Benefits allowance (following successful completion of probation period), e.g.

      gym, travel insurance, life assurance, health assessment, dental insurance, etc.


    If this Enterprise Mobile Management Agent (Korean Speaking)is of interest then please do not hesitate to contact us.