Responsibilities
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  • 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