Customer Service Network Analyst

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We are a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that is critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

This role will work within the UK Managed Services (UKMS) Operations Centre, specifically within the Network Operations Centre (NOC). The NOC is responsible for providing exceptional customer service through the early identification and rectification of customer and network incidents across the UKMS products and services we support, which includes, but is not limited to the Airwave network, Guardian Public Safety Solution, Pronto mobile application, body worn video and in car video. These products are mission critical solutions delivered to blue light and public safety organisations. It is therefore critical that any loss of service is rectified quickly to ensure the safety and welfare of the public and our customers.

The NOC is responsible for monitoring alarms and alerts via the network management tools and the initial handling of customer, supplier, engineering and change management calls, providing first time fix where possible and handing off to appropriate resolver groups where this is not possible. The accurate logging of incidents and service requests with the correct information, severity and impact is critical to ensure service is restored within SLA, which results in customer satisfaction and minimises the risk of service credits to the organisation.

The service management processes delivered/supported by the UKMS NOC in order to ensure the identification, recording, progression and resolution of issues are event management, incident management, major incident management, service request management, change management and problem management.

Job Description

This role is onsite in our Rugby offices 5 days a week. Responsible for accurately recording incidents reported by Network Management Tools and by customers directly, ensuring that the incident is accurately logged with the correct information, severity and impact and that any incidents which may breach SLA are escalated accordingly. To deliver excellent customer service to Motorola customers (including Airwave IT and Airwave Direct customers), through effective and professional handling of Incidents, Service Requests, Queries and Complaints via telephone, email, web chat or the Service Management Terminal. This role is the Motorola UK first point of customer contact and is in place to deliver first class service through effective recognition, progression and resolution of incidents. The role holder will understand and respond to the customer's needs efficiently, effectively and professionally to ensure outstanding service delivery.

Scope of Responsibilities / Expectations:

• The role requires strength in organisation, collaboration, communication, negotiation, service delivery, influencing and the ability to provide excellent customer service.
• Ability to develop and maintain strong working relationships within and outside the service desk environment.
• The ability to operate successfully in a demanding environment, whilst maintaining high morale, high achievement and actively supporting the collaborative culture that drives success.
• Proactive approach to removing barriers and finding solutions to problems.
• Flexible approach to operational demands and situations due to the changing nature of the role.

Key Responsibilities and Accountabilities:

• Monitoring of Network Management Tools to ensure accurate and timely investigation, diagnostics and resolution of all incidents.
• Engage with other relevant parties and suppliers as required to ensure the progression and resolution of incidents and requests.
• Direct contact and exceptional standards of inbound and outbound customer service delivery to UKMS's customers, reacting to customer reported incidents across all products and services within Service Level targets.
• Accurately diagnose and resolve incidents within SLA, ensuring timely progression and escalation of those which are in jeopardy.
• Take ownership for the update, maintenance and production of relevant processes and local working instructions.
• Accountable for the delivery of high quality customer service and communications to UKMS's customers and internal departments.
• Jeopardy management from opening to resolution within SLA targets of incident and request cases relevant to the NOC.
• Ensuring timely progression of pending and resolved customer cases.
• Accountable for high standards of case note quality and accurate information being entered into incident cases.
• Responsible for the production of reports to aid and assist with incident diagnostics and resolution using the relevant network tools.
• Emergency Response Vehicle (ERVs) trained and hold the relevant certifications for the deployment of the ERVs in an emergency situation to support our customers as per contractual agreements.

Basic Requirements

• Analytical skills and disciplined approach to resolving complex issues.
• Able to improve processes and procedures.
• Communication skills: Verbal, Written, Listening, and Questioning.
• Personal organisational skills.
• The ability to influence and negotiate with internal and external parties.
• Customer Focus.
• Ability to deal with change.
• Ability to embrace new technologies.
• Self-motivated and enthusiastic.
• Problem solving and fact-finding skills.
• Experience of Public Safety Communication technology and services is desirable.
• Previous experience of shift work would be desirable.
• All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements (DV and NPPV3 clearance).
• Medically fit to obtain a Sentinel Card from Transport for London to gain access to the London Underground in the support of deployment of the ERVs.

In return for your expertise, we will support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you will get: Competitive salary and bonus schemes, two weeks additional pay per year (holiday bonus), 25 days holiday entitlement.