Salary: TBC (GBP) pa DOE
Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Key responsibilities:
  • Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
  • Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
  • Proactively keeping Customers informed on incident or request status and progress.
  • Escalate incidents where a first-time fix is not possible to next level resolver group.
  • Adhering to Incident management procedures.
  • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
  • Resolve >60% of incidents logged as a First Time Fix
  • Keeping 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.
  • Provide a point of technical escalation and expertise.
  • Escalate potential service issues initially with next level support / Service Delivery Manager
  • Escalate potential problem issues with Problem and Incident Management.
  • Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork
  • Contributing to team meetings.
Knowledge and experience required:
  • Educated to GCSE level or equivalent in Maths and English
  • Good knowledge of IT platforms, equipment and applications
  • Proven Customer service skills
  • Minimum 12 months experience as an analyst within a similar environmen
  • Industry recognised qualifications in relevant area is desirable (i.e. MCP)
  • Minimum of 12 months practical remote support experience of
  • Windows Operating Systems (Essential)
  • Network troubleshooting experience (Essential)
  • Hardware troubleshooting of both desktop and server hardware. (Desirable)
  • Application support of applications from major vendors such as Mimecast, Cisco, Microsoft, etc (Essential)
  • Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)
  • Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
  • Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable.
Personal Attributes:
  • Positive, enthusiastic and supportive individual.
  • Effective communication skills.
  • Ability to take ownership of and progress incidents to resolution.
  • Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
  • Ability to work under pressure and apply existing knowledge to unknown areas.
  • Ability to work in a team and to support team members.
  • Structured troubleshooting skills and inquisitive nature.
  • Passionate, professional, with a ‘can-do’ attitude at all times
  • Proactive thinking
  • Problem management and Problem solving