HSE - Mobile Managed Service Executive

HSE - Mobile Managed Service Executive

Here at Three, we've done things differently since day one. We're a big-hearted energetic bunch, striving for a better-connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it. When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new opportunities and projects in a super-charged and rich learning environment. We want you to become the best version of yourself.

Join us as an HSE - Mobile Managed Service Executive. Our dedicated Mobile Managed Service Team will be a specialized unit committed to delivering exceptional support to the Health Service Executive (HSE). Located at our Limerick Customer Response Centre, this team operates within a ringfenced Service Desk from 8 am to 8 pm for standard queries and offers 24/7/365 critical device wipe services.

As a member of this exclusive team, you will play a pivotal role in providing 1st and 2nd line support, conducting comprehensive triage, and managing Incidents and Service Requests in alignment with agreed service level targets.

What else it involves:

The primary responsibilities include achieving first contact resolution for faults related to connectivity, SIM provisioning, and malfunctioning devices. Additionally, you will be involved in complex incident and problem investigation, root cause evaluation, order processing for HSE Orders, processing and supporting service requests, housekeeping, knowledge transfer, operational reporting, and supporting device testing.

The HSE MMS Team, stationed at the Limerick CRC, is also entrusted with Account Administration, providing consolidated reports tailored to HSE requirements, Asset Management reports, and Audit Reports for retired/old connections, contracts due for renewal or upgrade, and disposed of assets. Monthly billing reviews, resolution of billing issues, escalation management, and supplier management are integral aspects of the team's responsibilities. Order Management is a vital part of the End User support team, which will oversee and manage the entire Order Process, ensuring operational efficiency in handling HSE Orders. This will involve proactive monitoring, addressing order management issues, managing stalled or paused orders, addressing delays in delivery, overseeing Inventory Management, and resolving issues raised by HSE End Users, Management teams, or internal support teams.

Skills we're looking for:

• Business Environment Experience: Demonstrated experience working within a business environment.

• Data Management Skills: Proficient in working with data and data-centric systems, applications, and dashboards (e.g., Brio, Teradata, Excel).

• Effective Planning and Communication: Proven ability to plan effectively and communicate efficiently, with a track record of executing on defined milestones.

• Microsoft Office Proficiency: Excellent working knowledge of MS Excel and MS PowerPoint.

• Attention to Detail: Exceptional attention to detail to provide accurate and timely reports.

• Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills to address complex issues within the managed services domain.

• Team Collaboration: Enjoys working in a team environment and supports others in achieving goals within the Managed Services Department.

• Workload Management: Capable of managing high workloads and conflicting priorities, both in support of the Managed Services Department and their customers.

• Interpersonal and Communication Skills: Excellent interpersonal and communication skills, with the ability to communicate effectively at all business levels.

• Salesforce Experience: Familiarity with the use of Salesforce.com for streamlined operations and reporting.

Technical support skills. Service management expertise. Commitment to delivering outstanding service quality.

Benefits of Working at Three:

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Limerick Office (3 days office based per week)
• Competitive salary and annual bonus
• 5% equal employer pension contribution
• 25 days holidays plus 2.5 company days annually
• Annual Leave buy or sell (buy or sell up to 5 days AL each year)
• Private Healthcare Insurance through our flexible benefits programme
• Life assurance (worth four times basic salary)
• Mobile phone with unlimited employee plan provided
• Subsidized canteen
• Access to learning & development tools such as Coursera, and our internal learning platform
• Free on-site parking