Additional details
Job Description
Dealing with incoming issues in a professional, courteous manner over the phone and via email
Taking ownership of customer issues and managing them in a logical and methodical manner
Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
Conducting full and through diagnostics with end users to enable first point of contact fault resolution
Ensuring all faults are progressed & cleared within SLA 20 escalating to other internal and external teams as appropriate
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
Diagnosing and resolving problems to the customers satisfaction
Maintain and develop own knowledge and skills to assist with first time fault resolution
Identify and escalate repeat issues or service risks into service management teams
Sharing knowledge with team colleagues
Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational