Responsibilities
- This is a customer facing role focused on delivering first-class customer service
- You will utilise troubleshooting techniques to gather information to support diagnosis of technical issues, triage incidents and queries
- Where possible, provide 1st Line resolution to customers
- To work within the Incident Management Process, Service Request, and Major Incident Process
- To escalate any calls that require additional support to resolve, or that may not achieve SLA.
- Escalating high call levels, recurring problems or other issues to line management so that appropriate action can be taken
- Utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
- Developing strong relationships with customers & Suppliers, to log and escalate calls with third parties where required, ensuring communication back to the customer
Requirements
- Experience of supporting IT systems including an understanding of hardware, networks, operating systems and servers, software and applications
- Experience in carrying out routine configuration/installation and of hardware and software
- Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes
Skills
- Excellent self-management including timekeeping and attendance
- Strong work ethic with a sense of ownership and accountability " working outside of core hours if required
- Excellent interpersonal, communication and influencing skills (written, oral & presentation) using business-friendly and user-friendly language