Job Summary: Provide customer service, resolve incidents, and maintain knowledge through proactive updates, frequent contact, and escalation. Key responsibilities include updating incident logs, escalating issues, and contributing to team meetings. Required skills include customer service experience, Microsoft Office proficiency, and strong problem-solving abilities. Desired qualifications include GCSE Level or equivalent in Maths and English and IT certification.
Key Responsibilities:
* Update incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
* Proactively keep Customers informed on incident or request status and progress.
* Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
* Adhere to Incident management procedures.
* Monitor, progress, and resolve incidents while ensuring customer satisfaction through proactive updates, frequent contact, and escalation where necessary.
* Keep up to date with the current standard procedures.
* Proactively maintain and develop knowledge, skills, and experience through client contact, industry sources, formalised training, and development plan.
* Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager/Service Delivery Manager.
* Escalate potential problem issues with Problem and Incident Management.
* Contribute to team meetings.
Requirements:
* Customer service experience
* Microsoft Office proficiency
* Strong problem-solving abilities
* GCSE Level or equivalent in Maths and English
* IT certification desirable