Duties Include:
- Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues
- Logging calls (tickets) and keeping records of customer queries.
- Analysing call logs so you can spot common trends and underlying problems.
- Remote monitoring of customer systems
- Ensure timely issue diagnosis and feedback for all client queries, using the IT Help Desk system where appropriate
- Ensure all issues are resolved effectively by the team and maintain positive relationships between the wider IT Team and the supported clients
- To monitor and manage customer SLA's and in conjunction with our Help-desk schedule and field engineering resources
- Investigate issues, advising on remedial action and coordinate our third party suppliers
- Updating help desk documentation so that support information is available and current for each customer.
Skills:
- Good Communicator
- Excellent English
- Professional Telephone Manner
- Excellent Customer Service Ethos
- Ability to work in fast moving, dynamic environment
- Flexibility
- Desire to learn about new technologies
