Responsibilities
  • Responsible for receiving / dealing with requests, alerts (internal monitoring system) making initial diagnosis / triage of incidents and providing information / advice to resolve at 1st point of contact (where possible)
  • Where issue cannot be dealt with, identifying relevant teams and assigning cases following process.
  • High levels of decision making, identifying the need for escalation of high servery issues.
  • Personal initiative is required as not all issues raised will have occurred previously or be documented.
  • This is a significant role within the support department, ensuring that user requirements or issues are recorded, triaged and resolved or transferred for additional work.
  • Following Document process to review systems and environments.

Requirements
  • Desire to provide a positive client experience with support.
  • Proven experience in understanding the needs of customers and keeping them in mind when making decisions or taking actions
  • Interest and experience in technology.
  • Experience in the provision of 1st line customer service

Skills
  • Confident & clear communicator, written & verbal. First class interpersonal skills.
  • Ability to learn and implement process
  • Flexible