Full Time
HQ Whiteley
Posted 4 months ago

Job Summary: To remotely support a wide number of our customers via telephone and remote management. Offering excellent and prompt customer service and representing Peach Technologies and TMCS in a professional and courteous manner. Understanding when and how to escalate incidents and requests.
Responsible to: Service Desk Supervisor
Location: Whiteley Head Office

Duties & Responsibilities:

• To provide excellent customer care and support through efficient and organised ticket management
• Providing first response fixes to customers via the phone or email
• Providing resolution to incidents and requests, and appropriately escalating all others
• Ticket triage – assessing ticket priorities and escalating when required
• Liaising with third parties and customers with regard to incident resolution and requests
• Initiate basic backups and restorations

Process and procedures

• Ensuring tickets are completed and closed off in line with company procedures
• Following up on tickets that remain open and requiring work in line with company procedures
• Manage work queues and prioritise events, re-assigning work where and when necessary to ensure compliance with SLA’s
• Escalating in line with company procedures

Customer Experience

• Handling customer queries and complaints as required
• Escalate any customer issue or problem that needs further investigation or assistance to resolve in collaboration with Account Management Team
• Assist Service Desk Supervisor in managing Service Desk in such a way as to deliver excellent customer service

Efficient and Effective Working

• Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets
• Providing a communication link with other departments/sites
• Contributing to effective team performance and meeting of daily, weekly and monthly targets through monitoring of personal performance data and KPI’s
• Carrying out any other ad hoc duties and/or projects as required by management in pursuit of company objectives

Essential Skills

• Basic understanding of Managed Services
• Good verbal and written communication skills.
• Technical experience in:
o Windows desktop and server configuration and support
o Basic application support
o Citrix support
o Printer trouble shooting
o Basic Microsoft Exchange support
o Active Directory administration
o File and folder permissions
o Basic networking skills
o Basic ADSL troubleshooting

Desirable

• ITIL Foundation Certified
• Previous employment in a first line position
• Previous experience of public cloud/Office 365
• Technical certifications:
o MTA
o Comptia A+ N

 

Additional Information

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