Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.
Overview
This position will provide technical support to our client’s customers within a service desk environment mainly managed by remote access however on-site visits may be required. A good technical knowledge is essential to ensure incidents and problems are dealt with quickly and efficiently. A desire to provide an exceptional customer experience at all times is a must, along with an understanding of the commercial goals of the business as a whole.
Responsibilities
* Provide support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers.
* Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
* Resolve incidents to stringent customer defined SLAs, escalating tickets where required to ensure SLAs are consistently met.
* Drive service improvement within the service desk to improve first time fix resolution times.
* Communicate clearly, effectively and in a timely manner with all customers.
* Create and maintain accurate documentation within the centralised management database.
* Provide any on-site support to resolve customer service outages as required to meet SLAs.
* Continue to develop technical knowledge and skillset through formal training, inform...