We are Kocho. Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater. Our head office is in the heart of London’s West End and provides a comfortable working environment with flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right. We now have offices in Cardiff and Cape Town which follow the style of our London space. Kocho is an equal opportunities employer. We make recruitment decisions based on qualifications, skill set and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs, or lack thereof, marital status, disability or sexual orientation or any other protected characteristic. This is mindset aligns with our company values as we understand that we are Better Together. Role requirements: The Role This role consists of remote triage and technical support to the Global end users of one of Kocho's customers. Using the client’s internal systems, and managing the resolution of incidents and requests through to closure, while ensuring that service levels are maintained and SLAs met. Provide 2nd line support for all clients where assigned, over the phone utilising remote troubleshooting tools and techniques, interacting directly with the customer when necessary. Respond to alerts as required including testing, debugging and troubleshooting and provide detailed information on the nature of issues encountered. Complete initial diagnosis of all incidents and either resolve to the customers satisfaction using documented procedures and processes or escalate to 3rd line Lead by example to set the technical standards of the Company, actively promoting outstanding customer support. Communicate with clients in a courteous, efficient, effective and professional manner, keeping them updated and informed at all times. Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues Provide a single point of contact for end users support using all contact mediums Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion Understand and operate the escalations procedures Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion. Comply with all company, department and customer policies and procedures to include attending team meetings and completion of administrative tasks. Accountabilities • Providing onsite support in a Warwick based office for Hardware & Software related queries • Documentation – accurate recording of all incidents/queries, asset management • Communication – escalation of incident to appropriate people when necessary • Support – make initial assessment to help customers • Classification – using tools and experience to escalate similar incidents to the appropriate people • Investigation – initial investigation of the incident, • Resolution – Provision of 1st and 2nd line support services leading to the restoration of services and recording of all incident control actions • Closure – formally closing the incident by reviewing and categorising it and signing it off by the customer • Monitoring and tracking – tracking the progress of the incident and keeping the customer informed • Completion of Service Requests – new starters, leavers and new hardware Experience and Qualifications • Previous exposure to an IT service environment • Experience in a customer service environment, ideally telephony, emails, ITSM tools • Knowledge of ITIL service management principals • Hands-on technical expertise in desktop technologies including Azure, Active Directory, Exchange, Office365 • Excellent communication skills, particularly verbal and written • Problem solving • Challenge the need for Process/requirement to improve the outcome • Previous experience in desktop support And this is what we offer in return: Private Medical Insurance Income Protection & Life Assurance Flexible benefits – Choose what suits you Access to discounts store Fitness and Nutrition plans Breakfast in the office Celebrations for exciting life events Matched charity donations 25 days leave, plus a day for your birthday, plus cake sent to home Enhanced Family/Other Leave Length of service awards Continuous Training Peer Reward programme Flexible working Cycle to work scheme Gym Flex Buy & sell annual leave Will writing Everymind at Work Flexible working environment Branded SWAG for all employees and new joiners Cultural champions – Focusing on celebrating our diversity