Concept Resourcing

Service Delivery Assistant

My client, a leading IT services organisation within the retail and banking industry are currently recruiting for a Service Delivery Assistant to be based from their offices in Dartford

The successful Service Delivery Assistant will be required to support the resolution of hardware break/fix (and associated) services issues.

This will include ensuring the achievement of contracted service levels, taking remedial action of calls, updating call history on the call management system, proactively updating clients of potential issues, handling progress chasing calls from the customer, etc.

This is an exciting opportunity within a growing team with career progression opportunities

The successful Service Delivery Assistant will be responsible for

  • Support the delivery of all contracted services to ensure high levels of performance in 'real time'
  • Proactively notify nominated customer/s of potential issues that will impact on service performance and regularly update these clients on call status
  • Act as first line of escalation for service delivery performance issues and ensure suitable remedial action is taken to resolve issues
  • Provide detailed updates to the call management system on progress, to log new calls (as required), to ensure any changes are recorded, etc
  • Assist with the resolution of any customer/s specific service delivery issues, through route cause analysis of service failures and participating in the design and implementation of specific 'get well' plans
  • Complete additional ad hoc project work, as required

Required experience:

  • Experience of working in a client facing sales environment
  • Ability to produce highly accurate customer collateral (including pricing) to exacting time scales
  • Strong administrative and clerical skills
  • Excellent communication skills (written and oral), including:
  • Confidence and an ability to work independently
  • Strong knowledge, in-depth experience and highly accurate use of MS Office, including good skills in MS.

    Excel (to create accurate and easy to manipulate spreadsheets)


  • Up to £21,500 depending on experience

Working Hours

  • 37.5 hour week - working primarily Monday to Friday
  • Will be required to work 1 weekend in 3


If this role sounds like it would be of interest, please forward an up to date CV to Amy Evans at Concept Resourcing

Share Job